NiCE CXone

We use NICE CXone as our telephony system to route calls to our 211 Helpline to agents who can provide information to the caller regarding resources for a need. What we love about NICE is the flexible routing schema and the ability to monitor real time KPIs and agents real time through its robust reporting capabilities. Our old system did not provide these things. Future plans are to integrate NICE with our resource database system and also look at implementing AI.

• 100% improved visibility into call metrics
• Ease of modifying call routing
• More efficient use of our limited agent resources

Salesforce CMS

Our department handles all inbound contacts for the company. We not only use the phone, email and chat services but also workforce management and quality management. These tools have saved us hours of manual time. The reporting function is good but at times I wish it were a bit more flexible.

• Positive impact that scheduling is more efficient. Less overscheduling
• Real time reporting allows us to make decisions faster
• QA management helps us identify areas of performance improvement

Microsoft 365

We currently utilize the NICE CXone suite of services for one of our business units as their CC handling platform. We are currently utilizing Max/Supervisor/Feedback Management/Quality Management/Workforce Management/Contact Engine and soon will be implementing Real Time Interaction Guidance as well as Interaction Analytics. These tools allow us to address many issues we were faced with prior to utilizing, but one of our biggest improvements so far is directly related to the implementation of Contact Engine. Contact Engine not only increases efficiencies by allowing live agents to step away from the 2-way conversation, allowing them to devote attention to escalated Patient/Case Manager and Provided issues.

• NICE CXone has allowed us the ability to, on specific teams, not have to back fill positions due to attrition.
• NICE CXone has provided us insight into data metrics that we did not have before.
• NICE CXone provides us with visibility into the productivity of our offshore agents which we did NOT have prior to our partnership.

Microsoft 365, RingCentral Events, RingCentral Meetings, RingCentral Video

NICE CXone has been a game changer and relieves stress with daily schedules and submitting time off! I have worked in healthcare for almost 18 years, and this is by far the most accessible platform to use. It's so nice not to have to submit a time off request in person. Sometimes, that can become hectic! I love how you get a full calendar view to see availability. It is helpful as a mom so I can take time off ahead for school events, etc. When it becomes busy at work, NICE gives reminders of your breaks and allows you to have reminders set if it's not time just yet. Our metrics are important for our evaluations at work, so this keeps me ahead! I couldn't ask for a better product to help with time management. It truly helps me balance my work and home life. Thank you for your services, and I highly recommend them to all organizations!

• I do not have access to that part of NICE CXone.

3DPrinterOS

We use it to connect with customers via telephone. The product addresses several business problems, such as connectivity and system issues, and I use it nearly daily.

• Connectivity issues causes angry customers.
• Customers are happy to connect with agents through nice cxone.
• It is very useful for my business objectives as we use it daily to connect with customers.

Empower QLM