Overview
By building a custom integration between NICE and its CRM system, Basic Research gives its agents extensive visibility into every call, enabling them to provide consistently exceptional customer experiences. The company can also track individual customers across all touchpoints—every contact and sale.
CXone Unifies 4,000 Global InteliServe™ Contact Center Agents (PDF)
Unisys realized that with a mix of cloud and on-premise contact center technology, it wasn’t optimizing its 16 InteliServe global service desk locations and 4,000 agents. So the company engaged NICE as its partner and with the CXone cloud contact center platform, has unified its locations and agents, raised productivity and reduced costs. It’s even onboarding new clients 50 percent faster and has increased agent productivity by 10 percent.
CXone Workforce Management: Just what the doctor ordered
While Oscar Health has a strong commitment to its 250,000 members, its ability to provide exceptional member experiences was being compromised by its clunky scheduling process. In fact, before the implementation of CXone Workforce Management, scheduling was causing headaches for supervisors, agents and members alike.