Case Study: NICE Systems achieves global reference program adoption and stronger sales enablement with Point of Reference

NICE InContract Customer Experience Interview

NICE INCONTACT faced a failing customer reference program — a “shell” with messy, outdated data, only a few references, inconsistent processes, and low internal trust. To rebuild the program, NICE INCONTACT moved ownership into Marketing and engaged Point of Reference, adopting the ReferenceEdge solution to replace the legacy ReferenceStar setup and centralize reference management.

Point of Reference implemented ReferenceEdge with hands-on support, Salesforce integration, training, and peer-to-peer functionality, while NICE INCONTACT staffed three reference managers to run fulfillment. The outcome: hundreds of customers added in 12 months, strong sales and marketing adoption, a growing library of global customer content, and measurable metrics (contacts/accounts growth, content pieces per quarter, and rising P2P request share) that demonstrate clear program impact — all credited to Point of Reference’s platform and account support.

NICE Systems

Alyse Chiariello

Senior Director, Customer and Events Marketing