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Customer Stories

Discover our thriving CX community

NICE's solutions are continuously strengthened by the trust and collaboration of our customers across the world.

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Learn why customers trust NICE

We empower organizations to deliver extraordinary and hyper-personalized customer experiences across digital and voice channels and from any location with our AI-infused cloud native CX platform.

1000 +

pre-built Enlighten AI models

10 billion

Interactions managed annually

350 %

increase in ROI for customers

100 million

AI enriched interactions per month

Sony Electronics

Sony Electronics’ contact center provides sales and support for a wide range of consumer and professional technology products, and callers are frequently looking for assistance on topics handled by another arm of Sony Group Corporation. As part of a larger effort to take better control of data and customer experience outcomes, Sony Electronics reimagined the top of the customer contact funnel across voice, chat, and SMS.

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Kaiser Permanente

Healthcare system Kaiser Permanente’s Northern California pharmacy call center serves 2.5 million contacts annually with questions ranging from shipment status to drug interaction details. Kaiser Permanente looked to NICE to streamline several components of the in-call and post-call experience for customers, agents, and supervisors.

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General Motors

General Motors pioneers the innovations that move and connect people to what matters. Headquartered in Detroit, Michigan, with employees around the world, General Motors is a company with global scale and capabilities.

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“Enlighten AI has totally changed the way our company operates—for the best. We’re able to measure how we’re treating our guests while still focusing on sales and driving revenue. What more could we ask for in a sales environment?”

ALEXANDRIA DOUCET

QUALITY ASSURANCE MANAGER, OPEN NETWORK EXCHANGE

“We basically took all the tools we utilize on CXone for voice and chat contacts and applied them to Discord, creating a full platform to help make things better and give more insights into Discord, NFT, and Web3 communities.”

THOMAS LAIRD

CEO, EXPIVIA

“NICE technology, underpinned by personal support, empowers Teleperformance to turn data into quality interactions in diverse languages, bridging cultural gaps and strengthening our commitment to superior customer engagement.”

SISI WAN

SR. ANALYTICS DIRECTOR APAC, TELEPERFORMANCE

“Enlighten AI and Interaction Analytics have given us the ability to cast a wide net to identify critical call types, while NICE Quality Management allows us to evaluate and act in ways that really move the needle.”

MORGAN GRAY

SENIOR MANAGER IN CUSTOMER EXPERIENCE FIELD MANAGEMENT, REPUBLIC SERVICES

“We definitely saw results right away with CXone Feedback Management. The biggest improvement for us is being able to show our agents the customer verbatims and to discuss how well they did in their interactions. When agents see the words coming from a customer it makes a huge difference, and it’s become a great recognition tool.”

MYRA NUNEZ

DIRECTOR OF EMPLOYEE SERVICES, ONESOURCE VIRTUAL

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