Success Stories

Submitted by Anonymous on Thu, 05/13/2010 - 11:07
LA County
Improved evaluation of new programs through utilization of NICE
Interaction Analytics’ call categorization functionality
AAA Oregon/Idaho

Optimized forecasting and scheduling

AAPT Limited

Ensured customers receive prompt and exemplary service with the NICE IEX Workforce Management solution

ABA Seguros

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

ACCENT Marketing Services LLC

Replaced its manual scheduling processes with the NICE IEX Workforce Management system, creating an immediate boost in service level, adherence and forecast accuracy.

Aditya Birla Minacs

Saved more than 100,000 hours of agent productivity per year and improved accuracy of scheduling and payroll

Allconnect

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

American Airlines

Increased percentage of calls recorded for quality management, directly improving customer service

American Electric Power

Saved more than $50,000 through overtime avoidance and achieved 90 percent agent adherence

Arizona Federal Credit Union

Reduced labor cost through elimination of back-office support positions