NICE Systems B2B Case Studies & Customer Successes

2-1-1-Impact achieves rapid scaling and 24/7 availability during a flood with NICE Systems' inContact

2-1-1-Impact

Jacki Bentilla

Information Technology Specialist

211 LA County achieves improved customer experience and workforce efficiency with NICE Systems

211 LA County

Amy Latzer

Chief Operating Officer

211 LA County achieves 150% surge handling and business continuity with NICE Systems (CXone)

211 LA County

Amy Latzer

Chief Operating Officer

211 LA County achieves increased agent capacity, rapid remote mobilization, and stronger human connections with NICE Systems' CXone

211 LA County

Amy Latzer

Chief Operating Officer

2-1-1 @ IMPACT (211-Impact) scales to 1,000+ ports and ensures 24/7 emergency response with NICE Systems (inContact)

211-Impact

Jackie Bentilla

Information Technology Specialist

2degrees unifies NZ contact centres and cuts email response time by 89% with NICE Systems' CXone

2degrees

Tracy Duthie

Head of Service Development and Support

AAA Central Penn reduces hold times and boosts agent efficiency with NICE Systems (CXone)

AAA Central Penn

Donna Zeigler

Contact Center Manager

AAA Oregon/Idaho achieves 50% faster outbound completion and a 4% service-level boost with NICE Systems' Workforce Management

AAA Oregon/Idaho

Melissa Donovan

Resources Supervisor, AAA Oregon/Idaho

ABA Seguros achieves reduced customer defections and improved quality management with NICE Systems

ABA Seguros

Elda Conde

Customer Service Director

Absa achieves 24% back‑office productivity improvement and R36M ($2M) savings with NICE Systems' Back Office WFM

Absa

Fathima Vadia

Head of Workforce Management

AeC reduces labor costs 12% and slashes scheduling conflicts 97% with NICE Workforce Management (NICE Systems)

AeC

Marli Mesquita

Planning Coordinator

AEP Energy achieves 10% conversion and quality gains and 95% first-call resolution with NICE Systems

AEP Energy

Kevin Weber

Vice President of Operations

AES Eletropaulo achieves 100% protocol compliance and cuts process time from 45s to 30s with NICE Systems

AES Eletropaulo

Pedra Branca

Operation Agent

Aetna Medicare Transition Services cuts costs and reduces call handle times with NICE Systems' CXone

Aetna

Bill Jetter

President

Affiliated Computer Services, Inc. boosts productivity and wins new business with NICE Systems' IEX Workforce Management

Affiliated Computer Services, Inc.

Dan Bower

Director of Resource Planning, ACS

Afterpay achieves nearly 30% boost in agent productivity and improved QA/CSAT with Playvox Workforce Management from NICE Systems

Afterpay

Yvonne Gilmour

Head of Service Delivery

Algar Tech achieves 65% reduction in overtime and 122% increase in schedule adherence with NICE Systems Workforce Management

Algar Tech

Cristiano Santos de Oliveira

Operations Director

AllClear ID achieves seamless multi-center breach-response call routing in minutes with NICE Systems' CXone

AllClear ID

Erin Lewis-Freeman

Workforce Capacity and Delivery Partner Manager

Alliance Data achieves improved customer loyalty and reduced repeat calls with NICE Systems' Interaction Analytics

Alliance Data

Lance Beck

Senior Director, Operations

Alliance Data achieves higher CSAT, lower customer effort and improved FCR with NICE Systems' Fizzback

Alliance Data

Erick Carter

VP of Regional Care Center Operations, Alliance Data

Alliance Data achieves major omnichannel customer experience and resolution gains with NICE Systems' Voice of the Customer and Analytics

Alliance Data

Dan Zabloudil

Director of Enterprise Tools & Reporting

Alliance Data achieves deeper customer insight, higher revenue per caller and improved first‑call resolution with NICE Systems' Voice of the Customer and Interaction Analytics

Alliance Data

Dan Zabloudil

Director of Enterprise Tools & Reporting

Alliance Data achieves 518-basis-point IVR containment and major operational efficiencies with NICE Systems' Nexidia Analytics

Alliance Data

Lee Williams

Alliance Data

Alphanumeric Systems achieves global expansion and cost savings with NICE Systems' CXone

Alphanumeric Systems

Jay Baucom

Senior Vice President, Global Operations and Chief Information Office

Alphanumeric Systems achieves 24-hour global remote workforce transition and business continuity with NICE Systems' CXone

Alphanumeric Systems

Jay Baucom

Senior Vice President, Global Operations and Chief Information Office

Alteram achieves dramatic service and forecasting improvements with NICE Systems' WFM and Value Realization Services

Alteram

Musa Motautona

Head of Workforce Management

Carving the Path to CX Excellence with CXone Supervisor

Alterra Mountain Company

David Harrison

Contact Center Analyst

Alzheimer's Society achieves dementia-friendly support and increased call capacity with NICE Systems

Alzheimer's Society

Liam Hogan

Business Analyst

American Airlines achieves 2.5% reduction in AHT and scalable Best Practices coaching with NICE Systems

American Airlines

Paul Stumbo

Managing Director

American Airlines achieves 100% call monitoring and increased employee engagement with NICE Systems

American Airlines

Kari Franklin

Global Reservations Quality Analyst

American Express - Customer Case Study

American Express

Debby Slotnick

Project Analyst, American Express World Service

Angi achieves 30% cost savings, doubled touches/hour and 90% SLA compliance with NICE Systems' Playvox Workforce Management

Angi

Angi Drove Over $1M Annually in BPO Cost Savings Through Increased Productivity and Accountability

Angi

Rob Lajeunesse

Director of CX Strategy and Operations

Appriss Inc. achieves higher service levels and improved agent engagement with NICE Systems

Appriss Inc.

Luke Wilson

Workforce Manager

Arbonne achieves full contact-center automation and improved operational efficiency with NICE Systems

Arbonne

Denise Seydler

Director Customer Service, Arbonne

ArrowXL achieves 10% labor cost savings and +2 contacts per agent per hour with NICE Systems' CXone

ArrowXL

Paul Hulmes

Project Manager

Asurion achieves 25% higher upsells and 50% faster order handling with NICE Systems' real-time contact-center solutions

Asurion

Aaron Feinberg

Senior Director of Care

Asurion achieves 40% faster automation development and rapid RPA adoption with NICE Systems

Asurion

Kate Drea

Director of Contact Center Technology

AT&T Mobility achieves real-time attendance visibility and 40-hour weekly savings with NICE Systems' IEX Workforce Management

AT&T Mobility

Stuart Bauman

Director of National Workforce Operations, AT&T Mobility

Atento achieves 40% productivity gain and 79% NPS increase with NICE Systems

Atento

Helena Ghidelli de Abreu

Head of Digital Voice

Atento achieves 64% higher conversion and 63% more formalized agreements with NICE Systems' Nexidia Analytics & Quality Central

Atento

Atento achieves a 297% increase in agent evaluations and scalable customer-experience insights with NICE Nexidia Analytics (NICE Systems)

Atento

Judson Lennon Da Silva

Quality Manager

Athens Services boosts agent adherence and productivity with NICE Systems' CXone

Athens Services

Dora Castro

City Liaison/Admin

Auckland Council boosts customer satisfaction and workforce efficiency with NICE Systems' CXone

Auckland Council

Dave Riches

Manager of Business Excellence

AvantGuard Monitoring Centers achieves $550K savings and scalable efficiency with NICE Systems WFM & EEM

AvantGuard Monitoring Centers

Justin Holmes

Workforce Management Manager

Avios achieves flexible scheduling and improved agent satisfaction with NICE Systems' Workforce Management

Avios

Terry Harrison

Resource & Planning Manager

AvMed achieves 50% productivity gain and improved quality with NICE Systems

AvMed

Luis Aranguren

Jr. Call Center Manager, AvMed

AvMed Health Plans achieves Medicare 5‑Star Customer Service and major cost and efficiency gains with NICE Systems' SupportPoint

AvMed Health Plans

Peggy Kidd

Quality Assurance Manager

Accelerates Growth with NiCE CXone Mpower Platform

Bamboo Insurance

Brock C Christensen

VP of Operations

Banca Popolare di Sondrio achieves 83% faster loan processing and error-free back-office operations with NICE Systems' Robotic Automation

Banca Popolare di Sondrio

Simona Renna

Senior Agent – Virtual Unit

Banco BMG achieves 62% resolution of high‑risk customer issues with NICE Systems' Nexidia Analytics

Banco BMG

Fabio Magalhaes De Souza

Client Services Superintendent

Banco BMG achieves 500% increase in customer retention and 15% sales potential boost with NICE Systems' Interaction Analytics

Banco BMG

Felix Cardamone

CEO and President

Banco do Brasil achieves 40% reduction in valid BACEN complaints with NICE Systems' Interaction Analytics

Banco do Brasil

Edgardo Ladeira

General Manager of Customer Service

Banco do Brasil achieves omnichannel customer engagement with NICE Systems' CXone

Banco do Brasil

Dalton Spadotto

Project Manager

Banco PAN achieves CX transparency and 4× customer growth with NICE Systems (CXone)

Banco PAN

Kelly Fires

Customer Experience Leader

Banco PAN achieves 20% operational cost reduction and improved customer journey with NICE Systems

Banco PAN

Marcello Goldkorn

Superintendent of Customer Support

Barclaycard Business achieves 9% operating cost reduction and 11-month ROI with NICE Systems' IEX Workforce Management

Barclaycard

Gary Sharples

Head of Customer Operational Planning, Barclaycard Business

Barclays achieves automated team scheduling and 90% fewer schedule exceptions with NICE IEX Workforce Management (NICE Systems)

Barclays

Chris Lindley

Planning Manager, Virtual Contact Center

Basic Research achieves a streamlined contact center and 78% faster agent training with NICE Systems' CXone

Basic Research

Scott Snell

IT Development Manager

Bay Alarm Company achieves faster operator training, improved customer service and stronger liability protection with NICE Systems (NiceLog & NICE Inform)

Bay Alarm Company

Robert Mitchell

Vice President of Monitoring Services

BAYADA Home Health Care achieves dramatic response-time, service and cost improvements with NICE Systems' CXone

Bayada Home Health Care

Martin Jones

Director of Contact Center Operations

Baylor University achieves enhanced campus safety and reduced crime with NiceVision from NICE Systems

Baylor University

Brent Howell

Investigator, Police Department, Baylor University

Beacon Health Options achieves nearly 100% service-level adherence and centralized workforce management with NICE Systems Workforce Management (WFM)

Beacon

Aaron Bennett

Director of WFM Command Center

Bell Canada achieves improved service levels and streamlined workforce operations with NICE Systems' WFM SmartSync and SMS virtual manager

Bell

Fabio Abate

Senior Manager of Software Development

Belong achieves 92% adherence and accurate forecasting with NICE Systems' Workforce Management

Belong

Phillip Ludwig

Manager Workforce Management

Benco Dental boosts NPS 7.4% and improves customer journey with NICE Systems' Satmetrix

Benco Dental

Joanne Stitzer

Director, Customer & Associate Engagement

Bethlehem achieves faster crime‑solving and improved public safety with NICE Systems

Bethlehem

Robert J. Haffner

Police Department Support Services Division, Bethlehem

Blue Cross of Idaho achieves 17% AHT reduction, $250K+ annual savings and 100% interaction capture with NICE Systems

Blue Cross of Idaho

James Mills

IT Supervisor

Bluegrass Cellular achieves 50% survey response rate and 87.5 NPS with NICE Systems' Voice of the Customer

Bluegrass Cellular

Erin Hester

Manager of Omnichannel Operations

Banco BMG achieves 90% reduction in agent effort and 50% reduction in dissatisfied customers with NICE Systems' Nexidia Analytics

BMG

Eduardo Mazon

Executive Director

BNSF Railway achieves 60% crime reduction and 60+ felony clearances with NICE Systems' NiceVision

BNSF Railway

Brendan O’keeffe

Project Manager, Network Rail

BOBST achieves 26.8% net revenue growth and a 25-point NPS lift with NICE Systems' Satmetrix

BOBST

Serge Morisod

Head of IoT Lab

Streamlines Diverse Operations while Supporting Customer and Employee Satisfaction

Boon Rawd Supply Chain Co

Thanawat Thaiyoo

Customer Services and Supports Director

Bose achieves 34% higher customer satisfaction and streamlined global contact centers with NICE Systems' CXone

Bose

Ryan Stanard

Global Director of Customer Enablement and Engagement

Brazos Valley Council of Governments achieves unified text-to-9-1-1 and multimedia incident recording with NICE Systems

Brazos Valley Council of Governments

Anita Pitt

9-1-1 Program Manager

Bridgevine achieves 46% lower cost per call and 80% higher Net Promoter Score with NICE Systems (CXone)

Bridgevine

Jonathan Fowler

Senior Technology Manager

Brighter Super achieves a scalable, future‑proof contact centre and exceptional customer and agent experiences with NICE Systems' CXone

Brighter Super

Nisha Varma

Contact Centre Team Leader

Broome County Emergency Dispatch achieves faster investigations and rapid evidence sharing with NICE Systems' Scenario Replay

Broome County

Brett Chelllis

Communications Supervisor

BT Business achieves 14% sales growth, 11% productivity boost and 37% operating cost reduction with NICE Systems' Incentive Management

BT Business

BT Business achieves a 38-point NPI uplift and 150% more customer feedback with NICE Systems' Fizzback

BT Business

Steph Cole

General Manager, Voice of Customer, BT Business

BT Group slashes provisioning errors by 80% and saves millions with NICE Systems

BT Group

Daryl Szebesta

Director Service Delivery

Bucks County achieves faster, more credible 9-1-1 investigations with NICE Systems

Bucks County

Todd Neumann

Deputy Director of 911 Technology

Cable & Wireless cuts operating costs 37% and increases sales 22% with NICE Systems' Incentive Compensation Management

Cable & Wireless

Caesars Entertainment achieves 25% higher service levels and 78% faster average speed of answer with NICE Systems' Workforce Management

Caesars Entertainment

Jonathan Arnold

Director of Support Operations

Canada’s Largest Bank achieves accurate, faster commission payments with NICE Systems' Sales Performance Management

Canada’s Largest Bank

Capella University achieves 90% schedule adherence and faster handle times with NICE Systems (IEX Workforce Management & Performance Manager)

Capella University

Jacquie D

Customer Service Representative

Capella University achieves 100% employee satisfaction and saves 100 administrative hours with NICE Systems Workforce Management

Capella University

Brian Schaeppi

Senior Planning & Reporting Analyst

Capgemini achieves 18% higher customer satisfaction and 40% reduced handle time with NICE Systems' IEX Workforce Management

Capgemini

Jacqueline Frazier

Workforce Management Analyst, Capgemini

CareSource achieves 82% forecast accuracy improvement and major FTE savings with NICE Systems Workforce Management

CareSource

Lisa Cary

Manager of Capacity Planning & Strategy

CARiD regains customer loyalty and reduces handling times with NICE Systems' CXone

CARiD

Ryan Gronlie

Senior Director of Operations

Carnival UK advances its AI roadmap and scales to serve thousands of new guests with NICE Systems (NICE CXone)

Carnival UK

Jon Wells

Contact Center Director

Carolina Biological achieves 64% faster answers and 14% higher customer satisfaction with NICE Systems' IEX Workforce Management

Carolina Biological

Tom Rawlings

Supervisor

Carphone Warehouse achieves a 25-point customer advocacy boost and 23% fewer complaints with NICE Systems' Fizzback

Carphone Warehouse

Ashley Cook

Business Operations Director

Catalyst360° achieves improved agent productivity, stronger retention and $2.3M recovered with NICE Systems' Interaction Analytics

Catalyst 360°

Chad Burkholder

COO

Challenger Group Limited achieves work-from-anywhere flexibility and streamlined reporting with NICE Systems' CXone

Challenger Group Limited

John Havranek

Head of IT, Infrastructure & Enterprise Systems

Check Into Cash achieves improved customer interactions and higher service levels with NICE Systems (inContact Customer Interaction Cloud)

Check Into Cash

Sean Purdy

Contact Center Support Manager

Check Into Cash achieves improved collections performance and revenue growth with NICE Systems (CXone)

Check Into Cash

Sandra Jacobs

Contact Center Support Manager

China Trust Commercial Bank achieves 24% sales growth and improved customer satisfaction with NICE Systems

China Trust Commercial Bank

Lily Tong

Senior Vice President, Channel Management Group, Chinatrust Commercial Bank

Cielo achieves continuous customer experience improvement and KPI gains with NICE Systems' Interaction Analytics and Quality Central

Cielo

Thais Alves

Quality Coordinator

CIGNA Healthcare achieves 85% forecast accuracy and nearly $50K annual ROI with NICE Systems (IEX Workforce Management & SmartSync)

Cigna

Lillian Hill

Resource Planning Senior Associate, CIGNA Healthcare

Cigna achieves 24/7 customer service and optimized staffing with NICE Systems Workforce Management

Cigna

Lisa Brewer

Resource Planning Specialist

Ciox Health achieves significant NPS growth and 47% survey participation with NICE Systems (NICE Satmetrix)

Ciox Health

Patricia Talley

Director Customer Experience

Citation achieves 110% increase in response rates with NICE Systems' Satmetrix

Citation

Melanie Johnston

Head of Retention Marketing

City Furniture achieves higher agent productivity and improved call quality with NICE Systems' CXone

City Furniture

Megan Davis

Contact Center Manager

City of Fort Worth achieves 23% FTE savings and 1.5 hours/day time savings by streamlining workforce management with NICE Systems

City of Fort Worth

James West

Senior Business Process Analyst

City of Fort Worth achieves 416 agent hours saved and 96% schedule adherence with NICE Systems' Workforce Management and Value Realization Services

City of Fort Worth

Katherine Cabello

Customer Service Supervisor

City of Seattle achieves 90% AHT reduction and $3,000/day savings with NICE Systems' NEVA automation

City of Seattle

Robert Cromwell

Seattle City Light Executive Sponsor

ClearChoice boosts operational efficiency and handles higher call volumes in-house with NICE Systems' CXone

ClearChoice

Sonja Villalobos

Contact Center Manager

Clearlink achieves $2M+ in system savings and sub‑hour IVR updates with NICE Systems' CXone

Clearlink

Bruce Westenskow

CTO and Co-founder

Clearlink achieves scalable cloud contact centers, reduced AHT and higher agent productivity with NICE Systems (CXone & Analytics)

Clearlink

Jason Webster

Director of IT Telephony

Club Hotel Casino Loutraki achieves 98% dispute resolution and streamlined 24/7 surveillance with NICE Systems' NiceVision

Club Hotel Loutraki

Duncan Harkness

Surveillance Director

Club Med achieves 2.4% sales conversion lift and $9.9M revenue boost with NICE Systems

Club Med

Beatrice Perry

Quality Assurance Manager

Coast Capital Savings achieves rapid work-from-home transition, 12% reduced handle time and greater reliability with NICE Systems' CXone

Coast Capital Savings

Chad Vestergaard

Vice President

Coast Capital Savings achieves rapid remote agent transition and service continuity with NICE Systems (CXone)

Coast Capital Savings

Chad Vestergaard

Vice President

Commerce Bank achieves 300% surge in survey collection and reliable agent-tied customer insights with NICE Systems

Commerce Bank

Jason Markovich

Line of Business Manager

Computershare achieves 3–7% above-industry customer satisfaction and improved agent morale with NICE Systems' Quality Management and Interaction Recording

Computershare

Robert Cahill

Quality Manager

Conduent (Customer) achieves 50% faster service and global workforce visibility with NICE Systems Workforce Management (Solution Provider)

Conduent

RG Conlee

Chief Innovation Officer

Contax boosts back-office productivity and agent active time with NICE Systems (IEX Workforce Management & Real-Time Activity Monitoring)

Contax

Marcele Silva

Supervisor, Contax

Continuum Global Solutions achieves 99.5% WFM uptime and improved intraday reporting with NICE Systems (IEX Workforce Management)

Continuum Global Solutions

Marlon Loyola

Senior Analyst

Monterey County Emergency Communications Department achieves 75% faster incident research and streamlined multimedia records handling with NICE Systems

County of Monterey

Lynn Diebold

Director, Monterey County ECD

County of San Diego achieves 445% increase in customer satisfaction with NICE Systems CXone

County of San Diego

County of San Diego achieves 85% faster answers, 53% shorter handle times and dramatically improved caller satisfaction with NICE Systems' CXone

County of San Diego

County of San Diego Strengthens Emergency Response and Everyday CX with NiCE CXone Mpower

County of San Diego

Credit First National Association achieves 45% improved SLAs and 86% faster average speed to answer with NICE Systems (CXone)

Credit First National Association

Jim Hutson

Workforce and Knowledge Management Manager

Revolutionizing Workforce Management and Achieving Remarkable Results

Creditas Partners

Elôar Crepalde

Customer Experience Manager

CSU achieves 80% faster interaction analysis and 100% interaction capture with NICE Systems (Nexidia Analytics & Quality Central)

CSU

Daniel Moretto

Sales Director

Customer Direct achieves 50% training cost reduction and 15% improvement in agent retention with NICE CXone (NICE Systems)

Customer Direct

Dale McManness

Chief Operating Officer

Cvent achieves 94.1% customer satisfaction and 70% cost reduction with NICE Systems (CXone)

Cvent

Alexis Petrovich

Director Business Management

CVS Caremark achieves increased agent retention and workforce alignment with NICE Systems' Employee Engagement Manager

CVS Caremark

Chris Meehan

Director of Workforce Scheduling

Dairy Farmers of America (DFA) achieves 31% more orders and record-low attrition with NICE Systems' CXone Supervisor

Dairy Farmers of America (DFA)

Nicole Hibbard

Project Manager National Corporate Customer Contact Center

Danone achieves near-instant agent onboarding and streamlined reporting with NICE Systems (CXone)

Danone

Jonathan Oliveira

IT Manager

DASA (Diagnósticos da América SA) achieves next-day, full-scale patient-feedback analysis and a 21-point NPS gain with NICE Systems' Nexidia Analytics

DASA

Marcia Bandeira Pezutto

Customer Experience Manager

Delta Air Lines achieves 98.5% schedule efficiency and eliminates agent shortages with NICE Systems' CXone Workforce Optimization

Delta Airlines

DentalPlans.com achieves 17% lower AHT, 50% fewer abandoned calls and $400K+ annual cost savings with NICE Systems' CXone

DentalPlans.com

Gherman Duckworth

Senior Operations Manager

Denver Regional Transportation District achieves 60% crime reduction and 60+ felony clearances with NICE Systems' NiceVision solution

Denver Regional Transportation District

Michael Sinclair

Security Systems Administrator

Designer Shoe Warehouse achieves 95% customer recovery and rapid remote scalability with NICE Systems CXone

Designer Shoe Warehouse

Tim Harpe

Director of Global Customer Operations

Desjardins Insurance achieves improved performance visibility and targeted agent coaching with NICE Systems' quality management and recording solutions

Desjardins Insurance

DHL achieves a customer-centric contact center transformation with NICE Systems

DHL

Elena Nagaitseva

Customer Enquiry Manager

DHL Express Russia achieves 96.1% Net Promoter Score and 25% reduced AHT with NICE Systems

DHL

Elena Nagaitseva

Customer Enquiry Manager

DHU Healthcare achieves 98% faster scheduling, 80% time savings and 70% fewer payment discrepancies with NICE Systems

DHU Healthcare

Adam Paginton

Head of 111 Resource Planning

Digital Room achieves higher service levels, improved agent utilization and reduced downtime with NICE Systems (CXone)

Digital Room

Andrew Latimer

Chief Information Officer

Disney Streaming achieves unified global contact centers and near-zero downtime with NICE Systems' CXone

Disney Streaming

Ryan Schweers

Director of Support and Operations

Dojo achieves sub-10-second answer times and £240,000 annual storage savings with NICE Systems' CXone

Dojo

Alvin Lobo

Head of Performance Management

Dominion National achieves improved SLA and boosted agent performance with NICE Systems CXone

Dominion National

Elbert Parker

Workforce Analyst

Dominion National achieves streamlined self‑service journeys with NICE Systems CXone Analytics

Dominion National

Damian Serrato

Call Center Analyst

Dominion National achieves 3–4X agent productivity and faster multichannel chat with NICE Systems' CXone

Dominion National

Duke Hubbard

Customer Service Supervisor

Dover Food Retail achieves 70% reduction in call abandonment with NICE Systems' CXone

Dover

Polly Wolstenholme

Manager of Customer Experience and Quality Assurance

Dutch Railways achieves omnichannel customer service transformation with NICE Systems

Dutch Railways

René Klaassen

Business Consultant

Enhances service and AI readiness with CXone Mpower

e-regio

Jorg Bordt

Digital Transformation Consultant

eBay Enterprise achieves 17% average handle time reduction, $2.4M savings and improved customer experience with NICE Systems

eBay

Tom Barone

Interim Head of Omnichannel Operations

ECSI achieves major efficiency and customer satisfaction gains with NICE Systems' CXone

ECSI

Mike Bowman

Senior Contact Center Manager

ECSI achieves 51–68% self-service containment and eliminates seasonal hires with NICE Systems' Enlighten Autopilot

ECSI

Corey Reed

Management Information Analyst

EE achieves an 88% drop in repeat calls and 230% NPS increase with NICE Systems' analytics and workforce management solutions

EE

Simon Moran

Intelligence Manager

Everything Everywhere (EE) achieves a 27‑point NPS lift, higher agent performance and reduced churn with NICE Systems' Brilliance performance management

EE

Nick Lane

Director of Strategy and Planning

EE achieves greater workforce flexibility and employee engagement with NICE Systems' Workforce Management

EE

Wayne Mitchell

Planning & Scheduling Manager

EE (UK mobile operator) reduces regulatory complaints and accelerates agent coaching with NICE Systems' Interaction Analytics

EE

Simon Moran

Intelligence Manager

Eficasia achieves rapid 35% call-quality sampling compliance and avoids 35 FTE hires with NICE Systems' Interaction Analytics

Eficasia

Israel Romo

Subdirector

Eficasia achieves unified contact-center operations and cuts reporting time by over 50% with NICE Systems (CXone)

Eficasia

Alexandro Espinosa Chavez

Director of IT

Electric Insurance Company achieves 56% more customer "saves", 50% quality productivity gains and near‑perfect (99–100%) compliance with NICE Systems

Electric Insurance Company

Kimberly Koury

Vice President of Contact Center Operations, Electric Insurance Company®

EMEA Financial Services Company achieves 75% faster forecasting and 69% fewer call types with NICE Systems Workforce Management & Value Realisation Services

EMEA Financial Services Company

Empire Today achieves faster response times, reduced wait times and improved customer experience with NICE Systems (CXone)

Empire Today

Philip Bennett

Customer Service Operations Manager

Engaging Solutions achieves major efficiency gains and 50% reduced call handle time with NICE Systems (CXone)

Engaging Solutions

Christina Sparks

Call Center Director

Entain Group achieves 91% faster forecasting, 88% faster scheduling and improved employee engagement with NICE Systems' Workforce Management and Employee Engagement Manager

Entain Group

Tony Guthrie

Head of Operations and Support

Envera Health achieves improved patient access and higher customer satisfaction with NICE Systems' CXone

Envera Health

Patrick Hoar

Workforce and Analytics Manager

Environment Agency reduces permitting time from 60+ to under 7 minutes with NICE Systems Desktop Automation

Environment Agency

David More

Senior Advisor

EPB (Chattanooga electric utility) achieves real-time customer service excellence with NICE Systems

EPB

Karen Thomas

Assistant Vice President of Customer Relations

Ergon Energy boosts customer service and cuts internal transfers with NICE Systems' CXone

Ergon Energy

Mat Austin

Senior Operations Analyst

Essendon Football Club achieves exceptional member experiences and operational efficiency with NICE Systems' CXone

Essendon Football Club

Claire Higgs

General Manager

Estes Forwarding Worldwide achieves faster response times and higher productivity with NICE Systems (CXone)

Estes Forwarding Worldwide

Rudy Balli

Senior Manager Corporate Operations

Eurostar achieves real-time customer insights and increased loyalty with NICE Systems' Fizzback

Eurostar

Chris Haynes

Business Analysis Manager

Evolent Health achieves 17% improvement in First Call Resolution and richer Voice of the Customer insights with NICE Systems' CXone Feedback Management

Evolent Health

Christina Za

Customer Service Vice President

Exchange Bank achieves faster customer responsiveness and CX-driven growth with NICE Systems' Satmetrix NPX

Exchange Bank

Beth Ryan

Vice Presdent/Customer Experience Manager

Expivia Interaction Marketing Group, Inc achieves 22% improved customer sentiment and scales to 500+ agents with NICE Systems' CXone

Expivia Interaction Marketing Group, Inc

Tom Laird

Chief Executive Officer

Expivia Interaction Marketing Group, Inc achieves world-first CXone–Discord integration to scale NFT and Web3 community moderation with NICE Systems

Expivia Interaction Marketing Group, Inc

Thomas Laird

Chief Executive Officer

Extra Space Storage achieves doubled reservation rates with NICE Systems' CXone cloud contact center

Extra Space Storage

Chris Spear

Director of Program Management

Extraco Banks achieves $2.2M savings and CX transformation with NICE Systems (NICE Satmetrix)

Extraco Banks

Libby Cain

Senior Vice President, Marketing & Mission Strategy and Customer Experience

EXTREMETIX achieves business continuity and call center efficiency with NICE Systems

EXTREMETIX

Mike Hergert

Chief Technology Officer

FactSet achieves 2X chat agent productivity and 66% faster chat resolution with NICE Systems CXone

FactSet

Avinash Sridhar

Vice President and Principal Software Engineer

Fairstone boosts loan booking by 10% with NiCE CXone Mpower Proactive AI Agent

Fairstone

Thomas Cesari

Director of Direct

FamilySearch achieves a unified global multi‑lingual at‑home workforce and $60K annual savings with NICE Systems' inContact

Family Search

Penny Devey

Manager of Tools and Technology, FamilySearch

Farmers Insurance achieves 10% increase in employee satisfaction and streamlined scheduling with NICE Systems Workforce Management

Farmers Insurance

Ghazala Nair

Scheduling Manager

Farmers Insurance achieves increased agility and $1.5M in savings with NICE Systems' cloud WFM

Farmers Insurance

Jon Johnson

Director of Workforce Management

FedPoint Elevates Customer Experience with Scalable Insights from CXone Mpower

FedPoint

Steve Hutcheon

Director of Client Services

Fidelity Information Services achieves 81% reduction in claim processing time with NICE Systems' Real-Time Impact solutions

Fidelity Information Services

Marcelo Soares Dabes

Operations Executive Director

Fifth Third Bank achieves holistic, AI-driven customer insights and cost savings with NICE Systems (Enlighten AI & Nexidia Analytics)

Fifth Third Bank

Kevin Anderson

Speech Analytics Program Manager

Financial Services Company achieves 90% call containment, 40% faster handling and tenfold growth with NICE Systems (CXone)

Financial Services Company

FirstEnergy achieves 100% call capture and improved eBill enrollment with NICE Systems' Nexidia Analytics

FirstEnergy

Gregory Hussing

Director of Customer Contact Centers

Fiserv achieves rapid PCI compliance and scalable omnichannel recording with NICE Systems' Engage solution

Fiserv

Todd Gould

Fiserv

Fiserv achieves improved efficiency and clarity with NICE Systems' Employee Engagement Manager

Fiserv

Matt Howard

Business System Analyst

Focus Services cuts attrition 7% and lowers training costs 35% with NICE Systems' ClearView Performance Management Tool

Focus Services

A Fortune 500 Healthcare Company Saves over $1 Million Annually by Revitalizing Outbound Customer Contacts With CXone Mpower SmartReach

Fortune 500 Healthcare Company

Fossil Group unifies 17 global contact centers and boosts customer satisfaction with NICE Systems' CXone

Fossil Group

Kim Carrillo

Operations Manager

Foxwoods Resort Casino achieves improved safety and faster investigations with NICE Systems' NiceVision Pro

Foxwoods Resort Casino

Russ Adams

Director of Security

Freedom Mortgage achieves 11% productivity gains and a unified command-center with NICE Systems

Freedom Mortgage

Thomas Gallo

VP, Centralized Operations

Fulton Bank unifies service for over 230 regional banks and boosts IVR containment to 80% with NICE Systems' CXone

Fulton Bank

Krystal Davis

Contact Center Infrastructure and Planning Manager

Gant Travel Management achieves 7% cost savings, 46% shorter queue wait times and 93% quality scores with NICE Systems' CXone

Gant Travel Management

Jim Conner

Gant Travel Management

Georgia Department of Revenue achieves real-time reporting and faster customer service with NICE Systems' CXone

Georgia Department of Revenue

Georgia Steele

Chief Performance Officer

Georgia Power achieves $450K+ annual savings, 100% interaction capture and optimized agent performance with NICE Systems' SmartCenter

Georgia Power

Rita Breen

Operations Manager, Georgia Power

Glendale achieves seamless inter‑agency communications and end‑to‑end trunked‑radio recording with NICE Systems

Glendale

Steve Hronek

Information Services Administrator

Global Contact Center Outsourcer achieves 67% interview conversion improvement and 22% faster time-to-hire with NICE Systems' InterviewIQ

Global Contact Center Outsourcer

Global Electronics Manufacturer achieves 20% Net Promoter Score increase and 20% contact center cost reduction with NICE Systems' CXone

Global Electronics Manufacturer

Global Industrial achieves higher service levels and improved customer satisfaction with NICE Systems (CXone)

Global lndustrial

Manoj Shetty

CIO for Systemax

GoDaddy achieves $7M+ ROI and 15% higher Revenue Per Representative with NICE Systems' contact-center analytics

GoDaddy

Blair Rehill

Senior Manager, Customer Care Center Business Process

Goodwill Industries expands into commercial clients and cuts contact‑center costs 75% with NICE Systems (CXone)

Goodwill Industries

Joshua Gomez

Vice President

Grand Valley State University achieves improved incident documentation and enhanced training with NICE Systems' Mirra IV Recording Solution

Grand Valley State University

Lisa Garringer

Dispatch Supervisor

Grange Insurance achieves 80%+ service levels and automated workforce management with NICE Systems

Grange Insurance

Craig Borens

AVP, Customer Care Center

Great Southern Bank cuts attrition 44% and boosts NPS with NICE Systems' CXone Mpower

Great Southern Bank

Annie Brett

Head of Customer Contact Centre

Great Southern Bank Transforms Customer Service and Reduces Operational Costs with CXone Mpower

Great Southern Bank

Annie Brett

Head of Customer Contact Centre

Great Wolf Resorts achieves higher customer satisfaction and reduced agent labor costs with NICE Systems (inContact)

Great Wolf Resorts

Jim LeMere

Director, Customer Contact Center

Gusto achieves $9.36M in benefits and major CX gains with NICE Systems (NICE WFM & CXone)

Gusto

Staniscia “Stan” Holmes

Head of Global Workforce Management and Quality

GWA Group Limited achieves 50% reduction in wait times and unified global contact centres with NICE Systems CXone

GWA Group Limited

Adam Simpson

Director of Technology

GXS Bank achieves faster omnichannel service and near-zero abandonment with NICE Systems' CXone Supervisor

GXS Bank

Jeremy Leo

Project Manager

Hampshire Constabulary achieves integrated multi-channel call recording and faster retrieval with NICE Systems

Hampshire Constabulary

Roger Carter

Call Management Support Unit

Hapvida achieves 95% forecast accuracy and unified workforce management with NICE Systems' IEX Workforce Management

Hapvida

Antonio Jefferson Ribeiro Soares

Customer Service Director

Harris County Sheriff's Office achieves 50%+ faster audio reproduction and strengthened QA with NICE Systems

Harris County Sheriff’s Office

Kathi Yost

Director of Communications

Harvard Pilgrim Health Care achieves efficient multiskilled contact-center scheduling and stronger quality management with NICE Systems

Harvard Pilgrim Health Care

Pamela Butler

Scheduling Analyst

Hastings Direct achieves 26% productivity gains and lower costs with NICE Systems' CXone

Hastings Direct

Lisa Irons

Head of Operational Transformation

Health and Human Services Agency achieves faster response and improved advocacy for vulnerable citizens with NICE Systems

Health and Human Services Agency

Healthcare Company achieves improved veterans’ experience and saves 100+ FTEs with NICE Systems

Healthcare Company

HealthHelp achieves 17% call volume growth, 15% higher agent adherence and 5% payroll savings with NICE Systems IEX Workforce Management

HealthHelp

Kirk Hartman

Workforce Manager, HealthHelp

HelpLine achieves 82% faster processing and 100% SLA success with NICE Systems' NEVA Assist & Unattended Automation

HelpLine

Francesco Andreani

Contact Center Manaeger

HGS achieves streamlined quality management and faster onboarding with NICE Quality Central (NICE Systems)

HGS

Doreen Campbell

Head of Quality

HGS achieves empowered agents, prioritized wellbeing and £36,000 annual savings with NICE Systems' Employee Engagement Manager

HGS

Ian Birch

HGS

High-Speed Satellite Internet Service Provider achieves $453,000 annual savings and 64% faster quality evaluations with NICE Systems' Quality Central Insight

High-Speed Satellite Internet Service Provider

Highmark achieves improved customer experience and first-call resolution with NICE Systems' Nexidia Analytics

Highmark

Vickie Dinkel

Vendor Operations, Quality and Voice Analytics Manager

HireRight achieves 80% increase in agent engagement with NICE Systems CXone

HireRight

Todd Baxter

Chief Services Officer

HireRight achieves major CSAT improvements and a 21% NPS lift with NICE Systems' CXone Feedback Management

HireRight

Janie Dellinger

Global Qualiy Supervisor

HireRight reduces handle time by 30 seconds in two months with NICE Systems CXone

HireRight

Mike Holser

Senior Manager of Specialized Customer Service

Holy Cross Energy achieves improved customer service and a vital safety/liability net with NICE Systems' Mirra IV Recording Solution

Holy Cross Energy

Kathy Murray

Consumer Service Supervisor

Horizon Power achieves 33% faster call handling and flexible remote omnichannel support with NICE Systems' CXone

Horizon Power

Troy Mulder

Retail Operations Manager

Hoveround Corporation achieves massive efficiency gains and 28% cost reduction with NICE Systems (CXone)

Hoveround Corporation

Jan van Dalen

Director of Information Technology

HSN boosts remote-agent engagement and streamlines performance management with NICE Systems' Performance Management (Gamification)

HSN

Julia Schmitz

Manager of Customer Care Operations

IC24 achieves 100% interaction analysis and faster audits with NICE Systems Interaction Analytics

IC24

Kieran Arkley

Senior Insights Analyst

Icatu Seguros achieves rapid remote agent enablement and cost savings with NICE Systems' CXone

Icatu Seguros

Ivan Teodoro

Planning and Solution Customer Service Manager

Industrial Software Company achieves 95% reduction in wait times and 80% fewer abandoned calls with NICE Systems' CXone

Industrial Software Company

ING Direct achieves improved sales performance and $425K annual savings with NICE Systems Performance Management

ING Direct

Inova Solutions achieves improved real-time contact center performance with NICE Systems

Inova Solutions

Inspiro achieves 100% call recording, 60% faster QA and 44% upsell lift with NICE Systems' Engage & Interaction Analytics

Inspiro

International Hearing Health Care Company achieves unified global cloud contact centers and improved outbound campaign effectiveness with NICE Systems' CXone

International Hearing Health Care Company

International SOS achieves higher NPS and operationalized CEM with NICE Systems' Satmetrix solution

International SOS

Annie Lau

Group Quality Improvement Manager

iQor achieves centralized global workforce management, higher occupancy and improved employee engagement with NICE Systems

iQor

PJ Singh

Senior Vice President Innovation & Optimization

iQor achieves CCaaS transformation, reduced infrastructure costs and faster agent onboarding with NICE Systems CXone

iQor

Tarn Shant

Senior Vice President of Transformation

Isle of Man Government achieves one-hour evidence disclosure and complete incident accountability with NICE Systems' integrated recording solution

Isle of Man Government

Robert Williamson

Technical Director, Department of Home Affairs

Itaú achieves a 22% reduction in cost-per-call and end-to-end customer journey orchestration with NICE Systems' CXone

Itaú

Pablo Alcino Martins

Planning Manager

Itaú‑Unibanco achieves 20% cost reduction and automated, compliant scheduling with NICE Systems' IEX Workforce Management

Itaú-Unibanco

Daniel Demicheli

Executive Manager, Mission Control

Itaú-Unibanco achieves 100% call recording availability and centralized contact-center operations with NICE Systems

Itaú-Unibanco

Alvaro Torres

IT Manager, Itau

Itaucard achieves $15M cost savings, cuts repeat calls and improves compliance with NICE Systems' Interaction Analytics & Quality Management

Itaucard

Fabio Binuesa

Quality Manager, Itaucard

Kaiser Permanente achieves 14% AHT reduction and improved customer satisfaction with NICE Systems' Enlighten AI

Kaiser Permanente

Joenil Mistal

Senior Manager. Managerial Consulting

Kapitus achieves rapid work-from-home transition and millions in collections with NICE Systems (CXone)

Kapitus

Murugappan Chettiar

Senior Vice President for Operations Strategy and Enterprise Projects

KeyBank achieves record NPS and major QA efficiency gains with NICE Systems' Nexidia Analytics and Quality Central

KeyBank

Karen Hernandez

Quality Manager

Invests in Workforce Excellence with NiCE WFM Suite in the Cloud

KeyBank

Adam Hahn

Department Manager

KPN achieves operational efficiency and increased agent satisfaction with NICE Systems' Workforce Management (WFM) & Employee Engagement Manager (EEM)

KPN

Evert van der Zee

Senior Capacity Manager

L.L.Bean achieves flexible, scalable workforce scheduling and rapid peak ramp‑up with NICE Systems

L.L.Bean

Anne Healy

Senior Scheduler

LA Care Health Plan achieves 390% QA productivity increase and improved coaching with NICE Systems

LA Care Health Plan

Jorge Loza

Manager CSC Quality Monitoring and Training

Landauer Inc achieves 100% omnichannel integration and dramatic error reduction with NICE Systems (CXone)

Landauer Inc

Angie Luckey-Succes

Director of Client Experience

Lands’ End achieves contact-center modernization with 70% fewer WFM help-desk calls and 80% less scheduling time using NICE Systems' WFM Suite and Employee Engagement Manager

Lands’ End

Mary Judkins

Senior Director of Customer Care Services

LanguageLine Solutions achieves scalable omnichannel interpreting and $18M in savings with NICE Systems' CXone

LanguageLine Solutions

Jeff Cordell

LanguageLine Solutions

LanguageLoop achieves streamlined contact‑center operations and automated self‑service with NICE Systems' CXone

LanguageLoop

George Bisas

Chief Executive Officer

Large American Bank achieves faster, more accurate compensation and dispute resolution with NICE Systems' Sales Performance Management (SPM)

Large American Bank

NiCE Cloud Recording integrates with Cisco Webex-CCE

Large American Retail Chain Company

Las Vegas Metropolitan Police Department achieves 25% faster incident reconstruction and consistent evidence sharing with NICE Systems

Las Vegas Metropolitan Police Department

Stacy Fason

Research Assistant and Communications Training Officer

Las Vegas Valley Water District achieves $3.6M cost avoidance, 37% fewer disconnections and 66% less unauthorized consumption with NICE Systems

Las Vegas Valley Water District

Penny Tootle

Customer Service Supervisor

Leading American Healthcare Provider achieves 22% productivity increase and $4M annual savings with NICE Systems (Back Office Essentials)

Leading American Healthcare Provider

Leading Bank in Asia achieves zero recording losses and real-time compliance with NICE Systems

Leading Bank in Asia

Leading Communications and Information Technology Company achieves minutes‑fast surge scheduling, major processing cost reductions and 75,000‑hour waste savings with NICE Systems Employee Engagement Manager (EEM)

Leading Communications and Information Technology Company

Leading Consumer Electronics Company achieves 40x faster commission processing (1 week to 3 hours) with NICE Systems

Leading Consumer Electronics Company

Leading Electronics Supply Manufacturer achieves 5,000 hours saved and HR RPA self-sufficiency with NICE Systems

Leading Electronics Supply Manufacturer

Leading Energy Provider (USA) achieves proactive PCI-DSS compliance and faster breach resolution with NICE Systems' Compliance Center

Leading Energy Provider

Leading European Energy Company achieves optimized marketing ROI and a 90-day omnichannel launch with NICE Systems

Leading European Energy Company

Leading Global BPO Company achieves enhanced stability and reduced cost-per-sale with NICE Systems' LiveVox SmartReach

Leading Global BPO Company

Leading Healthcare System achieves 99.84% call-recording reliability and 100% compliance visibility with NICE Systems

Leading Healthcare System

Leading Online Retailer achieves 98% system uptime and improved agent productivity with NICE Systems' CXone

Leading Online Retailer

Leading Telecommunication Provider achieves faster GDPR compliance and automated retention management with NICE Systems' Compliance Center

Leading Telecommunication Provider

Liq Participações cuts AHT 9% and saves $615,000/year with NICE Desktop Automation (NICE Systems)

Liq Participacoes

Dante Minucci

IT Manager

Livelo achieves a 7-point NPS improvement and deeper customer insights with NICE Systems' Satmetrix

Livelo

Priscila Spohr

CRM Director

Lowe’s achieves over $1M in savings and smarter scheduling with NICE Systems' Employee Engagement Manager

Lowe’s

Kenya Smith

WFM Senior Manager

LPL Financial achieves 94% faster agent training and 25% fewer call transfers with NICE Systems' CXone

LPL Financial

Wayne Bogan

Vice President of Service, Trading & Operations

Major Healthcare Insurer achieves $5M annual savings and improved IVR containment with NICE Systems' IVR Optimization

Major Healthcare Insurer

Major Publicly-Traded Healthcare Company achieves $11M annual savings and immediate CSAT improvement with NICE Systems' Enlighten AI Routing

Major Publicly-traded Healthcare Company

Major Retailer Company achieves $5M in cost savings and improved customer experience with NICE Systems

Major Retailer Company

Major U.S. Airline Enhances Customer Experience with NiCE Cloud Recording and Amazon Connect

Major U.S. Airline

MAPFRE Insurance achieves 5% schedule adherence improvement and more consistent, timely coaching with NICE Systems

MAPFRE Insurance

Jeremy McKechnie

Manager ECC WFM

Maps Credit Union achieves a 21.6% increase in handled calls per agent and major self‑service gains with NICE Systems (CXone)

Maps Credit Union

Michelle Seymour

Assistant Vice President of Contact Center and E-Services

Marketing Services Company achieves 83% faster client onboarding and up to $3,000/month savings with NICE Systems' CXone

Marketing Services Company

Marriott International achieves tech-stack consolidation and powerful interoperability with NICE Systems' CXone

Marriott International

Kristina Heidesch

Director of CEC System

Marsh U.S. Consumer cuts workforce‑management email by 75% and boosts agent performance with NICE Systems' IEX Workforce Management R4.6

Marsh

Matt Seifert

Managing Director

Mattress Firm achieves improved operational efficiency and customer experience with NICE Systems' CXone

Mattress Firm

Jared LaMorte

Senior Manager of Quality and Training

Maxicare achieves 90%+ customer satisfaction and a 7-minute average handle-time reduction with NICE Systems' Value Realization Services

Maxicare

Charisse D. Leonardo

Senior Manager Contact Center

Medscheme achieves major productivity gains and reduced overtime costs with NICE Systems' NEVA Discover

Medscheme

Ncumisa Hlapo

Business Intelligence Senior Specialist

Merseyside Police achieves instant access to digital evidence and improved case solvability with NICE Systems' NICE Investigate

Merseyside Police

Metso achieves company-wide CX program maturity and year-over-year NPS growth with NICE Systems (NICE Satmetrix)

Metso

Hanna Martin-Vahvanen

Customer Experience Manager

Miami International Airport achieves enhanced airport-wide security and runway incursion protection with NICE Systems

Miami International Airport

Ray Davalos

Building Systems Manager

Michigan Department of Health and Human Services achieves rapid scalability and improved citizen access with NICE Systems' CXone

Michigan Department of Health and Human Services

Bill Premble

Director

Millennial Specialty Insurance achieves PCI D1 compliance, reduced handle times, and improved customer & employee satisfaction with NICE Systems CXone

Millennial Specialty Insurance

Tobie Seymour

Head of Operations

Millennium bcp achieves 30% lower monitoring costs and 94% fewer false alarms with NICE Situator (NICE Systems)

Millennium bcp

Vitor Monteiro

Head of Physical Security

Miracle-Ear increases NPS and repurchase rates with NICE Systems' Satmetrix

Miracle-Ear

Janine Vesper

Operations Manager

Mitchell achieves 64% cost reduction and 49% service-level improvement with NICE Systems' CXone

Mitchell

Pauline Mulvey

Vice President, Enterprise Business Technology

Mobile Mini achieves 46% more orders and faster lead response with NICE Systems' CXone

Mobile Mini

Jeff Emerling

Director of Sales

Mobistar achieves improved agent coaching and job satisfaction with NICE Systems' coaching solution

Mobistar

Isabelle De Brock

Head of Coaching, Mobistar Belgium

Mom's Meals achieves faster handling times and higher productivity with NICE Systems' CXone Supervisor

Mom's Meals

Allison Schmidt

Workforce Management Analyst

Money Management International achieves 45% more first-call assistance and 56% fewer deferred counseling sessions with NICE Systems' Interaction Analytics

Money Management International

Nicholas Nardi

Director of QA and Compliance, Money Management International

MoneyGram achieves 30% lower digital AHT and unifies 13 international contact centers with NICE Systems (CXone)

MoneyGram

Doug Klees

Head of Customer Care

MoneyGram achieves higher conversions and increased loyalty enrollment with NICE Systems' CXone Guide

MoneyGram

Cyndi Daman

Web Manager

MoneySolver maintains business continuity during a ransomware attack and increases ROA with NICE Systems' CXone

MoneySolver

Brad Williams

Vice President of IT

Creates efficiency through centralized and automated scheduling

MongoDB

Anokhee Mepani

Director of Global Operations / Technical Services

Morgan Stanley achieves $2M annual savings and higher customer satisfaction with NICE Systems

Morgan Stanley

Tom DeCarlo

Executive Director, Global Head of Wealth Management Client Services

Moxie Pest Control Cuts Costs and Boosts Service with AI-Powered NiCE CXone Mpower

Moxie Pest Control

Maximiliano Wong

Director of Contact Center Operations

N Brown Group achieves 80% call coverage, 37‑point NPS lift and faster insights with NICE Systems' Interaction Analytics and Voice of the Customer

N Brown Group

Jane Taylor-Jones

N Brown Group

N-Allo achieves 88% reduction in scheduling time and greater agent autonomy with NICE Systems

N-Allo

Christel Everaert

Workforce and Traffic Control Manager

National Express achieves higher customer satisfaction and immediate issue resolution with NICE Systems' Fizzback

National Express

Karen Beasley

Head of Customer Relations, National Express

National Grid Builds Its Cloud Transformation Strategy with NiCE, Increasing Analytical Efficiency by 40% and Operational Efficiency by 25%

National Grid

Stefan Singh

Customer Experience

Nationwide reduces compensation plan rollout from six months to 30 days and consolidates 10 systems with NICE Systems' ICM

Nationwide

Pam Miller

Director, Compensation Administration

Nationwide achieves improved customer experience and higher asset retention with NICE Systems' Real-Time Service Optimization

Nationwide

Diane Martin

Director, Technology Services

NCFE revitalises customer service for life-long learners in the NiCE Cloud

NCFE

Brian Queen

Head of Customer Service

Nelnet achieves 30% fewer customer complaints and 73% fewer compliance errors with NICE Systems Interaction Analytics

Nelnet

Candy Cartwright

Contact Center Director

Neo Financial achieves 2–3% forecasting accuracy and 80–90% service levels with NICE Systems (Playvox)

Neo Financial

NeoBPO achieves 200% productivity increase and 85% QA automation with NICE Systems (Nexidia Analytics & Quality Central)

NeoBPO

Maycon Da Pureza Xavier

Planning Director

NeoNova (rural broadband contact center) achieves faster response times, 17% shorter calls and higher customer satisfaction with NICE Systems' CXone

NeoNova

Jeff Kennon

Director of Customer Experience

Nespresso achieves global customer experience improvements with NICE Systems' Interaction Analytics

Nespresso

Sriparna Sen

Customer Experience Manager

Netsmart restores trust, boosts content creation 70% and saves $119,000 annually with NICE Systems' CXone Expert

Netsmart

Carol Hattrup

Manager

Network Rail, Kings Cross Station achieves centralized station management, enhanced safety and faster incident response with NICE Systems' Situator

Network Rail, Kings Cross Station

Brendan O’keeffe

Project Manager, Network Rail

New Orleans Int'l Airport achieves centralized, scalable security and faster incident response with NICE Situator (NICE Systems)

New Orleans Int'l Airport

John Lyon

Telecommunications Manager, Louis Armstrong International Airport

New York Police Department achieves faster, more accurate incident reconstruction with NICE Systems' NICE Inform

New York City Police Department

Sergeant Claude Armstrong

Commanding Officer, Tape & Records Unit, NYPD

Elevates CX and efficiency with CXone Mpower

Nex-Tech Wireless

Tamara Hamel

Customer Operations Manager

NextGear Capital achieves major efficiency gains, higher first-call resolution and $152K savings with NICE Systems' CXone

NextGear Capital

Lauren Crooks

Supervisor, Client Experience

NHS Lothian achieves 50% faster triage with NICE Systems' NEVA automation

NHS Lothian

Paul Schofield

Head of Digital Innovation

Nichols College builds citizen developers and boosts efficiency with NICE Systems

Nichols College

Glenn M. Sulmasy

President

Nimble Group achieves 100% call coverage and an 80% reduction in non-compliant calls with NICE Systems' Nexidia Analytics

Nimble Group

Ingrid De Leeuw

Special Projects

Nine cuts agent attrition by 55% and boosts revenue 18% with NICE Systems' CXone

Nine

Rich Rose

Director of Customer Service

Nordia achieves reduced attrition, lower absenteeism and early SLA attainment with NICE Systems Workforce Management

Nordia

Patricia McNamara

WFM Project Manager

Northwestern Mutual improves call accuracy and reduces handle time with NICE Systems' Nexidia Analytics

Northwestern Mutual

Chris McFadin

Call Analytics & Insights Consultant

Oi (BTCC) achieves improved service levels, higher agent satisfaction and 1.8% FTE reduction with NICE Systems Workforce Management

OI

Glauber Medeiros

Planning and Traffic Manager, BTCC

Omega World Travel achieves real-time SLA reporting and faster service with NICE Systems (CXone)

Omega World Travel

Nadim Hajje

VP of Information Technology and Data Analytics

OneSource Virtual achieves faster service, reduced SLA penalties and workforce optimization with NICE Systems' CXone

OneSource Virtual

Myra Nunez

Director of Employee Services

OneSource Virtual Improves Voiceof-the-Customer Insights with CXone Feedback Management

OneSource Virtual

Myra Nunez

Director of Employee Services

Online Education Company achieves 25% higher service levels with NICE Systems' CXone

Online Education Company

Online Education Services (OES) achieves consistent uptime and deeper business insights with NICE Systems' CXone

Online Education Services (OES)

Leah Holmes

Head of Student Operations

OnProcess achieves 35% faster invoice handling and zero errors with NICE Systems

OnProcess

Michael Prokopis

VP of Strategy & Innovation

Open Network Exchange achieves 96% reduction in call abandonment and 97% faster answer times with NICE Systems' CXone

Open Network Exchange

Ryan Romero

Senior Vice President Global Contact Center

Open Network Exchange achieves 360-degree customer insights and next‑gen QA with NICE Systems' Enlighten AI

Open Network Exchange

Alexandria Doucet

Quality Assurance Manager

Open Network Exchange achieves 30% call-volume reduction and improved customer experience with NICE Systems' Enlighten AI

Open Network Exchange

Ryan Romero

Senior Vice President Global Contact Center

Open Network Exchange (ONE) empowers companies to reimagine and accelerate success through unique and powerful sales and marketing programs, fueled by ONE’s global partner network and transformational technology

Open Network Exchange

Ryan Romero

Senior Vice President Global Contact Center

Optum achieves automation, efficiency and cost savings with NICE Systems' CXone

Optum

Ashutosh Sahu

Software Engineer

Optum360 achieves major cost savings and improved customer experience with NICE Systems' Interaction Analytics

Optum360

Sandi Shaulis

Consumer Experience

OrthoBanc achieves improved efficiency and system stability with NICE Systems' CXone

OrthoBanc

Matt Sigler

Customer Service Manager

Orthopedics and Sports Medicine Practice achieves 71% shorter wait times and 52% more appointments with NICE Systems' CXone

Orthopedics and Sports Medicine Practice

Oscar Health achieves 71% higher service levels and 40% productivity gains with NICE Systems' CXone Workforce Management Enterprise

Oscar Health

Bianca Brooks

Workforce Manager

Panago Pizza achieves faster handling, doubled QA productivity and improved quality with NICE Systems' Uptivity suite

Panago Pizza

Graham Thomson

Director of Call Centre Operations

PARTS iD achieves 50% hold-time reduction and 30% AHT reduction with NICE Systems' CXone Supervisor

PARTS iD

Justin Gazzara

Manager of Contact Center Operations

How PayPal reinvented CX at scale with NiCE

PayPal

Jared Shumway

Global Quality Technology Manager

Penrith City Council achieves exceptional resident experiences and streamlined contact center operations with NICE Systems (CXone)

Penrith City Council

David Parry

Customer Experience Manager

Pepco Holdings achieves 100% call monitoring and root-cause AHT insights with NICE Systems' Interaction Analytics

Pepco Holdings

Annise Jones

Martin, Resource Management Lead Analyst

PestCo Holdings achieves consistent, scalable customer experience across brands with NICE Systems' CXone

PestCo

Sean Peters

Chief Marketing Officer

Pfizer achieves a seamless transition to a long-term hybrid contact center with NICE Systems

Pfizer

Lou Castagna

Operations Support Coordinator

Pfizer improves agent experience and first-call resolution with NICE Systems' CXone IVR consolidation

Pfizer

Jay Soria

Customer Service Support Analyst

Philips Respironics achieves 100% call capture and 90%+ agent quality with NICE Systems

Philips Respironics

Richard Mackey

IT Solutions Manager

Phoenix Police Department achieves redundant 9-1-1 recording and better incident reconstruction with NICE Systems

Phoenix Police Department

Court Hood

Administrative Supervisor

Phones 4u achieves long-term customer satisfaction and increased advocacy with NICE Fizzback (NICE Systems)

Phones 4u

Jim Slater

Group Marketing Director

Porto Seguro achieves 14% increase in customer sentiment and faster call handling with NICE Systems Interaction Analytics

Porto Seguro

Aline Ferraz

Superintendent of Quality, Service and Training

Porto Seguro selected NiCE Interaction Analytics to better identify customer pain points

Porto Seguro

Danielle Lima

Quality Manager

Preferred Apartment Communities boosts lease renewals and resident satisfaction with NICE Systems' CXone Feedback Management

Preferred Apartment Communities

Maegan Taylor

Director of Market Intelligence

Proofpoint achieves scalable, knowledge-centric support and reduced tickets with NICE Systems' CXone Expert

Proofpoint

David Szoke

Senior Technical Support Manager

PSCU (the nation’s largest credit union service organization) automates 71,000+ transactions a year with NICE Systems’ Employee Engagement Manager

PSCU

Molly Walker

Manager of Business Excellence

PSCU achieves rapid self-service adoption and workforce management efficiency with NICE Systems' Employee Engagement Manager

PSCU

Brian Vogel

Manager Workforce

PSCU automates 71,000+ annual schedule transactions and reduces absenteeism 75% with NICE Systems' Employee Engagement Manager (EEM)

PSCU

Brian Vogel

Manager Workforce

PSEG Long Island achieves 93% customer satisfaction and fine‑grain performance reporting with NICE Systems' analytics and quality management solutions

PSEG Long Island

Frederick G. Daum

Director of Customer Contact and Billing

PSEG Long Island achieves 79% reduction in abandoned calls and 4x faster forecasting with NICE Systems

PSEG Long Island

Ria Canagon

Call Center Operations Manager

PSEG Long Island achieves higher response rates and improved CSAT with NICE Systems' CXone Mpower Feedback Management

PSEG Long Island

Cesar Arriaga

Process Lead - Call Quality Assurance

Pulse Secure achieves 45-point NPS lift and closed-loop customer experience with NICE Systems (NICE Satmetrix)

Pulse Secure

Piyush Patel

Director WW Customer Success

Radisson Hotel Group achieves global scalability, 25% cost reduction and 20% improved agent utilization with NICE Systems' CXone

Radisson Hotel Group

John Zurn

Senior Director of Global Reservations and Customer Care

RDI Corporation achieves 34% lower attrition, 14% higher employee satisfaction and 12% greater scheduling efficiency with NICE Systems Workforce Management

RDI Corporation

Jeremiah Peddersen

Director, WFM

RDI Marketing achieves 88% forecast accuracy and increased agent productivity with NICE Systems' IEX Workforce Management

RDI Marketing

Realtor.com achieves 100% call insight and faster, objective quality evaluations with NICE Systems' Interaction Analytics

Realtor.com

Brent Albarado

Director of Voice Intelligence

Red Mountain Weight Loss achieves major downtime reduction, 90% agent satisfaction boost and 20% QA lift with NICE Systems' CXone

Red Mountain Weight Loss

Chris Brdar

Customer Service Center Director

Regional Australia Bank achieves scalable, digitised contact centre operations with NICE Systems (CXone)

Regional Australia Bank

Kim Burraston

Senior Manager

RentPath achieves greater contact center efficiency and strategic insights with NICE Systems (CXone)

RentPath

Brandon Wade

Telecommunications Manager

Republic Services achieves 33% reduction in negative customer sentiment and 30% fewer repeat calls with NICE Systems' Enlighten AI

Republic Services

Morgan Gray

Sr. Manager Customer Experience Field Management

ResultsCX achieves 30% improved schedule adherence and boosted agent engagement with NICE Systems' RPA solution

ResultsCX

Richard Carter

Director of Automation

Ricoh achieves dramatic contact center efficiency gains and empowered agents with NICE Systems

Ricoh

Laura Batton

Director, Call Center Operations

Ritter Communications achieves consistent NPS improvement and boosted customer and employee satisfaction with NICE Satmetrix (NICE Systems)

Ritter Communications

Venice VanWinkle

Director of Quality Assurance and Compliance

Ritter Communications achieves a 52-point NPS increase and 30% higher customer satisfaction with NICE Systems' Feedback Management

Ritter Communications

Jeff Kulas

Vice President of Customer Experience

Sacramento Regional Fire/EMS Communications Center achieves faster emergency response and seamless cross-agency collaboration with NICE Systems

Sacramento Regional Fire/EMS Communications Center

Teresa Murray

Chief Executive Director

Sallie Mae achieves hundreds of annual hours saved and higher agent satisfaction with NICE Systems Workforce Management

Sallie Mae

Brian Trumbull

Vice President Business Optimization

Sallie Mae achieves 33% workforce analyst FTE savings and up to 30% higher agent satisfaction with NICE Systems' Workforce Management and Employee Engagement Manager

Sallie Mae

Chuck Johns

Manager of Workforce Management

ScS reduces call abandonment by 50% and cuts overall contacts 29% with NICE Systems' CXone

ScS

Dan Bennett

Director of Customer Experience

Web's Largest Event Ticket Marketplace Reduces Forecasting and Scheduling Complexity by 10X

SeatGeek

Kayla Roden

Manager of Operations

SeaWorld achieves 38% more calls serviced and lower costs with NICE Systems' CXone

SeaWorld

Brad Matzinger

Call Center Director

SERTEC achieves 30–40% quality improvement and faster collections with NICE Systems' Interaction Analytics

SERTEC

Abel Range

SERTEC

Severn Trent Water achieves 90% automation of planning administration and moves to the cloud with NICE Systems' Workforce Management

Severn Trent Water

Olivia Hallam

Contact Planning Process and Wfm Expert

Shared Services Connected Ltd achieves centralized, scalable workforce management and improved customer experience with NICE Systems' Workforce Management

Shared Services Connected Ltd

Sumit Singh

Head of Resource Planning

Shift4 achieves 85–90% service levels and streamlined supervisor workflows with NICE Systems' CXone Supervisor

Shift4

Kimberly Laible

Skytab Escalations Team Manager

Siemens achieves 500% pipeline growth and 80% faster agent training with NICE Systems CXone

Siemens

Josh Jennings

Global Director of Hub Sales

Signify achieves 70% faster end-to-end support lead time with NICE Systems CXone

Signify

Luite van Zelst

Global Vendor Manager

Sitel achieves rapid 90-day omnichannel cloud migration and unified CX with NICE Systems (CXone)

Sitel

Chip Heineman

Vice President -Global IT Solutions

Skipton Building Society achieves streamlined agent coaching and improved self-development with NICE Systems' NICE Perform

Skipton Building Society

Karen Beck

Contact Centre Supervisor

SKYGEN achieves 92% agent engagement and major efficiency gains with NICE Systems' CXone

SKYGEN

Jonathon Fluckey

Contact Center Implementation Specialist

Soha Housing achieves 54% reduction in complaint calls and improved agent performance with NICE Systems' Nexidia AutoFinder

Soha Housing

Maureen Adams

Director of Customer Services and Operations

Residential Solar Energy Company achieves higher inside-sales closing rates and reduced call handle time with NICE CXone from NICE Systems

Solar Energy Company

Sony Electronics Inc. achieves record customer satisfaction and dramatic feedback response gains with NICE Systems' CXone and Enlighten Autopilot

Sony Electronics Inc.

Roger Brewer

Director of Service Tools and Technology

Southern California Gas Company achieves 8% AHT reduction and improved employee engagement with NICE Systems

Southern California Gas Company

Neena Master

Director, Customer Contact Center

Sprint achieves a customer-satisfaction turnaround and sub-2% churn with NICE Systems' Compass performance management

Sprint

Lonnie Johnston

Director, Call Center Analytics

SquareTwo Financial achieves higher conversion rates and faster, automated reporting with NICE Systems' Engage & Interaction Analytics

SquareTwo Financial

Holly Gallo

Director of Customer Experience

SECU partnered with NiCE and Value Realization Services to replace its legacy contact center, enhancing efficiency, agent engagement, and the overall member experience

State Employees’ Credit Union

Jared Benesh

Member Experience

State Human Services Agency achieves FedRAMP-compliant, in-person citizen feedback and satisfaction measurement with NICE Systems' CXone Feedback Management

State Human Services Agency

Stefanini achieves SLA alignment and major overtime reduction with NICE Systems' IEX Workforce Management

Stefanini

Eric Brandt

Workforce Manager, Stefanini

Stone Co achieves fewer contacts, reduced AHT and improved customer satisfaction with NICE Systems' Nexidia Analytics & Quality Central

Stone Co

StubHub achieves 20–25% faster agent evaluations and streamlined coaching with NICE Systems (Interaction Management & Quality Optimization)

StubHub

Deb Cahill

Program Administrator, StubHub

SumTotal Systems achieves increased efficiency and reliability with NICE Systems' CXone

SumTotal Systems

Balaji Balaraman

Senior Director of Customer Support

Sunrun achieves faster, more accurate customer service with NICE Systems (CXone)

Sunrun

David Ernest

Manager Contact Center Operations

SunTrust achieves 100% interaction capture and improved quality management with NICE Systems

SunTrust

Dwight Chowning

Assistant Vice President, SunTrust

Superior Contact (a TelNet Worldwide company) achieves 100% uptime and SLA compliance with NICE Systems (NICE inContact CXone)

Superior Contact / TelNet Worldwide

Gretchen Green

IT Manager

Sweaty Betty saved 46 hours of team leader time every month

Sweaty Betty

Amy Rooney

Customer Solutions Manager

Swedish Rail achieves 52% reduction in after-call work and 17% lower average handle time with NICE Systems' CXone

Swedish Rail

Erik Erlandsson

Head of Support and Development

Swinton Group achieves faster call handling, 40 FTE cost savings and +11% NPS with NICE Systems

Swinton Group

John Mackey

Automation Manager

SYKES achieves flexible, cost-effective global call recording and rapid setup with NICE Systems

SYKES

Stephen Leonard

Telephony Engineer

Syntech partnered with NiCE to implement CXone Mpower

Syntech

Russell Allen

Customer Service Manager

Tbaytel achieves a 149% Net Promoter Score increase and major CX improvements with NICE Systems' CXone

Tbaytel

Brenda Di Franco

Director of Customer Care

TCF Bank achieves faster dispute resolution, fewer complaints and lower attrition with NICE Systems' Voice of the Customer

TCF Bank

Kelly Robbert

CX Director

TCS Bank achieves 7-second real-time voice authentication and 40-second per-call time savings with NICE Systems

TCS Bank

Viacheslav Tsyganov

Chief Information Officer

TD Bank Group achieves 70% reduction in manual scheduling and CDN$2M+ in savings with NICE Systems' Employee Engagement Manager and Workforce Management

TD Bank Group

TD Bank Group saves millions and boosts customer service with NICE Systems Workforce Management and Employee Engagement Manager

TD Bank Group

Dawn Squires

Employee Engagement Manager

TechStyle Fashion Group cuts operating costs to under 3% and boosts service metrics with NICE Systems' Cloud Workforce Management

TechStyle Fashion Group

Shannon Nowell

Senior Manager of WFM Optimization & Analytics

TechStyle Fashion Group achieves nearly $1M in operating cost savings and major contact-center performance gains with NICE Systems' Workforce Management solution

TechStyle Fashion Group

Damon Spurlock

Manager of GMS WFM & Command Center

Telecom Leader Automates Agent Company achieves 25% reduction in after-call work and $1M annual savings with NICE Systems’ Enlighten AutoSummary

Telecom Leader Automates Agent Company

Teleflora increases calls handled by 64% and saves $120K annually with NICE Systems' CXone

Teleflora

Jeff Griffith

Director, Telco and IT Services

Teleperformance achieves 9–38% reduction in overtime, 8-point adherence gain and 17% improved back-office schedule conformance with NICE Systems

Teleperformance

Alfredo Morgado

WFM, Quality and Projects Director

Teleperformance achieves faster call handling, lower operational costs and improved CSAT with NICE Systems

Teleperformance

Paul Joustra

Digital Transformation Project Lead CEMEA

Teleperformance achieves rapid national-scale pandemic contact center scaling and 2,000‑agent remote ramp‑up with NICE Systems (CXone)

Teleperformance

James Timms

Chief Information Officer

Teleperformance achieves 100% interaction visibility and rapid analysis with NICE Systems

Teleperformance

Sisi Wan

Sr. Analytics Director APAC

Telia Finland reduces Average Handling Time by 30–50% and enhances customer experience with NICE Systems' NEVA Assist

Telia

Topias Huovinen

Senior Manager

TELUS achieves 6–14% KPI gains, improved operational efficiency and customer experience with NICE Systems

Telus

Charles Suh

Manager, Business Analysis, Consumer Solutions

The Home Depot achieves $10.8M additional revenue, 31.8% higher close rate and 27% lower AHT with NICE Systems

The Home Depot

Deborah S

Quality Supervisor

The Results Companies achieves instant, 24/7 scalable onboarding and 100% data accuracy with NICE Systems

The Results Companies

Richard Carter

Director of Automation

The Royal Automobile Club achieves simplified contact centre operations and improved member satisfaction with NICE Systems' CXone

The Royal Automobile Club

Croyden McLennan

Product Owner

The Royal Automobile Club of Western Australia consolidates legacy systems and boosts agent performance with NICE Systems' CXone

The Royal Automobile Club

The Standard achieves full bilingual feedback coverage and accurate agent performance analytics with NICE Systems

The Standard

Stacy Higginbotham

Quality Program Manager

The Standard achieves dynamic, AI-driven contact center transformation with NICE Systems' Enlighten Autopilot

The Standard

Sarah Ross

Senior Director of the Contact Center

TIM Brazil achieves 60% faster case handling, 10-point error reduction and nearly $300K annual savings with NICE Systems' Desktop Automation

TIM Brazil

Roberto Caldeira

Customer Relations Manager

Torrens University achieves frictionless omnichannel student engagement with NICE Systems' CXone

Torrens University

Victoria Pendergast

Head of Future Student Operations

Total Administrative Services Corporation (TASC) achieves 80% increase in agent engagement and major QA efficiency with NICE Systems' Quality Central

Total Administrative Services Corporation (TASC)

Gary Hartung

Manager of Operations Support Technology

Toyota Financial Services achieves lightning-fast cloud contact center transformation with NICE Systems

Toyota Financial Services

Maria Brink

General Manager of TFS Customer Service Center

Transcom achieves centralized omnichannel analytics and reduced IT costs with NICE Systems (Nexidia Analytics)

Transcom

Andras Bacsa

Global IT Director - Contact Center Applications

Travel + Leisure Co. achieves record agent engagement with NICE Systems' Employee Engagement Manager

Travel + Leisure Co.

Todd Wagoner

Director of Workforce Optimization

Travel Insurance Company achieves 55% lower abandon rate and 64% faster answer times with NICE Systems' CXone

Travel Insurance Company

Trimble Navigation Limited achieves unified tech support and a streamlined customer experience with NICE Systems' CXone

Trimble Navigation Limited

Creighton Engen

Senior Manager, Technical Support

Tripadvisor achieves global CX consolidation and multi‑million‑dollar savings with NICE Systems (NICE CXone)

TripAdvisor

David Fox

Senior Director Global Telecoms Services

TruGreen achieves $85M in self-service payments and six-figure cost savings with NICE Systems CXone

TruGreen

Chris Scholl

Senior Voice Engineer & Enterprise Architect

Trupanion (pet insurance) achieves 84% lower abandonment and 55% higher agent retention with NICE Systems' CXone

Trupanion

Ryan Olson

Manager Contact Center Technology and Analytics

TSYS boosts customer experience and raises NPS by 19 points with NICE Systems

TSYS

Anthony Chang

Business Analyst

TSYS achieves 7% call‑volume reduction, $567K annual savings and up to 20% higher NPS with NICE Systems' SmartCenter

TSYS

Amerigo De Vera

Manager, Customer Interaction Analytics

TTEC achieves 159% higher agent revenue and major efficiency gains with NICE Systems (Nexidia Analytics)

TTEC

Barbara Wingle

VP Insights and Analytics

U.S. Bank Global Fund Services achieves real-time performance visibility and higher agent engagement with NICE Systems

U.S. Bank

Christopher Surges

Senior Vice President

U.S. Bank achieves rapid CX insights and $83K in 90 days (projected $2.6M enterprise savings) with NICE Systems' Nexidia Analytics

U.S. Bank

Jason Bettini

Customer Analytics Leader

Utah Community Credit Union (UCCU) achieves a 6-point SLA gain, 11% AHT reduction and 25% hold-time cut with NICE Systems' CXone Workforce Management

UCCU

Cami Young

Assistant Vice President of Service Center Operations

Ultimate Kronos Group achieves 43% service-level improvement, halved ASA and $300K annual savings with NICE Systems (WFM & Value Realization Services)

Ultimate Kronos Group

Jason Ruddock

Director for Operational Capacity Planning

Unisys reduces deployment time by 50% and boosts agent productivity 10% with NICE Systems' CXone

Unisys

Bobby Arbuthnot

Director of Digital Workplace Services

Unisys achieves 75% integration automation and error-free integrations with NICE Systems RPA

Unisys

Bobby Arbuthnot

Director of Digital Workplace Services

United Language Group achieves FedRAMP compliance, faster interpreter connections, and scalable growth with NICE Systems' CXone

United Language Group

James Dodson

Executive Vice President of Interpretation

United Way of Connecticut achieves rapid remote agent deployment and scalable, busy-signal-free COVID-19 support with NICE Systems CXone

United Way of Connecticut

Jesse Blakeslee

Director of IT Operations

United Way of Connecticut achieves award-winning 8-second 988 answer time and rapid 25→300 agent scaling with NICE Systems' CXone

United Way of Connecticut

Lisa Tepper Bates

Chief Executive Officer

University-based healthcare center saves $500,000 annually with NICE Systems' CXone

University Based Healthcare Center

University of Phoenix achieves 67% faster coaching and major efficiency gains with NICE Systems

University of Phoenix

University of Phoenix achieves improved regulatory compliance and faster corrective action with NICE Systems

University of Phoenix

Marcel J

Director of Enrollment

UPC Netherlands reduces Average Handling Time and boosts sales conversions with NICE Real-Time Process Optimization (NICE Systems)

UPC

Marco Vianen

Vice President, Customer Operations

US Airways achieves faster agent onboarding and reduced handle time with NICE Systems’ Merced Performance Manager

US Airways

Melody Niese

Director of Reservations Planning and Analysis, US Airways

UCCU’s Service Center Improves SLA and Sets the Stage for a FinTech Transformation with NiCE Workforce Management

Utah Community Credit Union

Cami Young

Assistant Vice President

Utility Warehouse achieves £100,000 annual admin savings and 11% forecast accuracy improvement with NICE Systems Workforce Management (IEX)

Utility Warehouse

Rob Harris

Chief Operating Officer

Valvoline achieves a 3.5x ROI and faster, more consistent customer service with NICE Systems

Valvoline

Joseph Patrick

System Administrator for the Valvoline Support Center

Vera Bradley achieves a 75% reduction in call abandonment and boosts employee engagement with NICE Systems’ CXone

Vera Bradley

Susan Campbell

Director of Customer Experience

Vera Bradley achieves stronger customer and employee engagement with NICE Systems' CXone

Vera Bradley

Susan Campbell

Director, Customer Experience

Vera Bradley achieves digital-first omnichannel transformation and 70% reduction in call abandonment with NICE Systems (CXone)

Vera Bradley

Susan Campbell

Director, Customer Experience

Vivint achieves $971K+ annual savings and major billing-call reductions with NICE Systems

Vivint

Tim Izatt

Director of Customer Services, Vivint

VMware achieves 45-minute weekly scheduling and over $60,000 annual savings with NICE Systems Workforce Management

VMware

Karthik Venkataraman

Manager, BTA Process and Solutions

Vodafone boosts in-store close rates and scheduling efficiency with NICE Systems' IEX Workforce Management

Vodafone

Andrew Hyde

Estate Scheduling Manager

Voya Financial achieves 42% back-office productivity increase with NICE Systems' Performance Management and Desktop Analytics

Voya Financial

Paul Ondrejka

Vice President of Operations

Waste Management achieves 92% agent adherence and 79% coaching compliance with NICE Systems

Waste Management

Webhelp Nordic achieves global multichannel support and standardized KPI visibility with NICE Systems (CXone)

Webhelp

Per Valik

CIO/CTO

Western Union achieves global uniformity and enhanced customer experience with NICE Systems

Western Union

Steve Sigman

Vice President of Global Operations, Western Union

Western Union achieves faster insights and increased customer retention with NICE Systems Customer Journey Optimization (CJO)

Western Union

Bryan Haas

Head of Customer Experience Strategy

Westminster Police Department achieves 50% faster incident reproduction with NICE Systems' NICE Inform Elite

Westminster Police Department

Karen Marquez

Communications Supervisor

Wine Country Gift Baskets slashes telecom costs 98% and boosts customer and agent satisfaction with NICE Systems (CXone)

Wine Country Gift Baskets

Andy Bocko

Director of Enterprise Technology

Wodonga TAFE achieves omnichannel contact centre flexibility and improved reporting with NICE Systems' CXone

Wodonga TAFE

Leanne Gibson

Team Leader Customer Experience

WPS Health Insurance improves customer satisfaction and reduces churn with NICE Systems

WPS Health Insurance

Barbara Bleiler

Member Services

WPS Health Solutions achieves organization-wide performance gains and improved forecasting with NICE Systems' Workforce Optimization

WPS Health Solutions

Jay Martinson

Chief Operating Officer

Wyndham Hotel Group achieves higher revenue per call and reduced labor costs with NICE Systems' IEX Workforce Management

Wyndham Hotel Group

Duke Witte

Director, Resource Planning and Management, Wyndham Hotel Group

Xpron achieves 75% faster schedule planning and higher agent satisfaction with NICE Systems' Workforce Management

Xpron

Alexander Wolters

General Manager

Yapi Kredi achieves up to 5x sales conversion and 28% sales growth with NICE Systems' Interaction Analytics

Yapi Kredi

Cami Young

Assistant Vice President of Service Center Operations

York County, Pennsylvania achieves a modern, interoperable 9-1-1 center and integrated radio-recording solution with NICE Systems

York County Pennsylvania

Terry Hall

Communications Manager

Young Energy achieves 15% lower handle time and 10% higher sales with NICE Systems' CXone

Young Energy

Brandon Young

Young Energy

Zuora achieves faster content delivery and improved customer experience with NICE Systems' CXone Expert

Zuora

Tien Tzuo

Founder