Success Stories

AAA Auto Club South

Saved $250,000 by identifying and addressing off phone time work using NICE solutions

ABA Seguros

Decreased customer defections and improved agent coaching with NICE Customer Interactions Solutions

Affiliated Computer Services, Inc.

Rewarded high performing agents with prime schedules

AIG
Allconnect

Increased revenue per call by 10 percent and expanded gross margin per call by 12.5 percent

Alliance Data

Developed call analytics strategy to extract value from full-spectrum voice recording in order to enhance customer loyalty, reduce cost, and understand root causes of dissatisfaction and repeat calls.

American Airlines

Created a Best Practices Library aimed at supporting continuous improvement toward main business goals, including enhancing customer experience and improving operational efficiencies

American Express

Fully satisfied complex Canadian recording regulations, ensured internal compliance by monitoring agent screen activity

AT&T Mobility

Gained real-time insight into all attendance data and improved system wide schedule accuracy

AvMed

Improved overall quality and adherence scores with NICE workforce and quality management