NICE Reviews

Nicola Bentham
Real User
Business Readiness & Continuous Improvement Support Manager at Swinton
Aug 12 2019

What is most valuable?

The standout feature is that we've been able to change it completely, visually. It has got icons, you can go into links, it's very colorful. We changed the whole look and feel of it in January. We developed all that last year with the developer. Guidance at other places can be a script, a Word… more»

How has it helped my organization?

In terms of results, we tracked it when we first launched it. We had a pilot team using it and we tracked customer satisfaction through NPS. There was an increase in customer satisfaction. We increased our NPS overall by four percent within the first four weeks, and it's been going up. And we did… more»

If you previously used a different solution, which one did you use and why did you switch?

We did not have agent-guiding RPA before NICE. Before the RPA client, our system was functional. However, it had a tendency to be slow or caught up. It could jump about a bit, so it wasn't as reliable. And the way we had designed the old system, the information, text, and words which we put in it… more»

What other advice do I have?

For me, personally, the biggest lesson I've learned from using NICE is about how having certain IT software can really enhance performance, and I had never really thought of it that way. We can use the system to get through to making a sale, but I never really thought that it could actually enhance… more»
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