Overall Satisfaction with NICE inContact CXone
NICE inContact is being use as our communication tool to contact our clients/customers. It is being used by multiple departments of FIS GLOBAL Solutions. NICE serves as our day to day tool in receiving calls from customers who are having issues with our services. We also use NICE in making outbound calls in case we have to contact our clients for additional information. NICE is user-friendly. It doesn't complicate communicating with the clients.
- NICE is not a software that you have to install on your PC. It is accessible through a browser.
- NICE can easily recognize the microphone, so no need to configure or change any settings to your PC.
- You can see the status of your team if they are logged in or logged off.
- NICE registered the phone number, so if a call got disconnected you can always call back.
- I hope there is no downtime for the URL since it requires to log-in every time.
- You also need to log-out and log-in since sometimes the agent leg is not connecting.
- I hope there is a mobile app for NICE that we can install.
- I hope we can change the volume of the ring since it is low.
- Since NICE is a cloud base, it is cheaper since there is no need to install any software.
- The customer experience is great since it is easy to make calls.
- Great service, aside from the fact that it also has a recording that the Quality Analyst can listen to in case of any escalations.
We have our own CMS or Call Monitoring Dashboard. That way, we can easily check how many calls waiting we have so we can answer it ASAP. We can also easily pull up reports regarding the timecard or call history of our members. Our quality analyst can also review the calls since there is a recording that the can check.