NICE inContact CXone Reviews

NICE inContact is being used in our scheduling department. We use the system so our patients can call and we're able to provide them with quality customer service for them by stating their average wait time and the ability to receive a call back so they will not have to wait in the queue.

We are an inbound call center for a medical device. On a typical day, we receive an average of 100 inbound calls and 20 outbound calls. We use NICE inContact CXone as our only call center platform. The dashboard is very easy to understand and can be manipulated to view what is important to each user.

We have been able to create a usable dashboard for our employees, including myself. It is very easy to see, understand and know exactly where the caller is in the calling process, i.e, pre-queue, queue, on hold, callback, etc. We have created a few reports that are relevant to our company like call trends.

NICE inContact is being used in our Customer Service and Claims Department. The system allows us to communicate across departments and to see each other's working status to ensure a call is handled properly.

I have not, but my Manager has and it never seems to take a long time when changes are made.

We use NICE inContact CXone as our main telephony solution in the call center. We are currently using it across multiple departments with the intention of moving all departments to the NICE inContact CXone platform.

NICE inContact has helped us by giving skills-based routing, a more robust reporting system, as well as an entire workforce management tool. We have been able to forecast calls and staffing much better using NICE inContact's tools. Overall it is a very user-friendly platform and constantly being updated for even more features to be added.

At Century Support Services we like to use a lot of custom data. NICE inContact CXone's reporting allowed us to make very custom reports for every department we have using the platform. The custom reporting then allows us to see exactly what we want without the canned report look.

In our situation, NICE InContact CXone is being used across the whole organization. We have agents who use it to answer calls, our Telco department uses it to create custom IVRS for our clients, and the account managers use it for reporting back to clients. We also use the program in our quality department to score calls. Some of the problems we address with the software are presenting an option to have our agents answer calls, or have prospects request callbacks so they do not have to wait on the phone.

Where I work with the IVRs we create custom call scripts for each of our clients. Sometimes, multiple scripts per client based on what kind of service they have signed up for. we can then report back that the volume they received per number so they are able to decide where to best spend their money.

We use NICE inContact CXone in our centralized call center to support all of our franchise locations. It is used for Quality Assurance of our agents as well as to manipulate the call scripting for a nationwide multiple brand system.

Yes, we add new locations that need new phone numbers and acquire new brands that would need a new call flow. We are able to add all those features.

NICE inContact is used in the contact center at our agency. It's used for our 211 WNY helpline as well as other contracts that we have. Approximately half of our staff are blind or visually impaired. The platform is accessible with the different types of AT that the staff uses.

Adding whispers to our inbound contracts allows staff to be prepared to handle what calls are coming in when dealing with several different contracts. Customizing reports to send to our funders as well as staff for quality assurance.

It is the backbone of our 24/7 211/crisis call center in central Illinois. It is how we operate. We have 2 other divisions that utilize NICE inContact: Adult Protective Services and Homeless Programming. Some of the business problems that have been addressed are critical statistics, allows for remote locations, increases the number of counties we can serve through the National Suicide Prevention Lifeline, allowing services in rural areas who have no other options. We are a coordinated point of entry for people experiencing homelessness for 11 counties, providing 24/7 response.

With the help of our support service, we have been able to create customized reports that are very popular with funders. The results of these reports is a better-informed community on the needs and unmet needs of callers. Local and state government have asked for data in ways that would have been impossible in the past. This opens up more grant funding.

Our company uses NICE inContact CXone across our entire organization. This allows different departments (not just Customer Service where most of the heavy work is done) to handle member inquiries while following company protocol. We use CXone in conjunction with our current CRM product, therefore, making things more streamlined and efficient.

Canned reports are useful but the ability to customize our own reports is critical especially with a unique business model. Without this functionality, we would have a difficult time understanding ways we could improve or whether we are managing call volume efficiently. The level of detail we expect is attainable with the NICE inContact CXone software.

My company implements NICE inContact, however the company I used to work for uses it as well. It was only for the call center department but it made my job a lot easier as a QA supervisor using the Contact History Report. The amount of filters made it easy for me to pinpoint any calls the clinical offices inquired about and provide feedback to the agents.

We were able to integrate CXone into a homegrown CRM that had custom agent scripting pop, which made it much easier for agents to follow scripting and gather necessary information from callers. This vastly improved our database, giving us many more opportunities for earn revenue.

Used by our Global Service Desk to answer calls for end users. I like the product because it allows me to have data at my fingertips. I can get reporting, change skills for people quickly and I didn't have to go through tons of training. This tool also allowed us to record all inbound calls, which is something we could never do before. And now that we have to so quickly move to a work from home environment, we did so with inContact without a hitch.

We have a front end message that I can easily record if we have a major system that goes down. We keep our call tree simple by design, but it does allow us to route out to other vendors and then report on how many calls they get.

We are using NICE inContact CXone as our primary phone, ACD, and chat provider. We have been with NICE inContact when they were just inContact and even before then when they were UCN. There are approximately 1200 volunteer part-time agents, supporting 10 languages with the average age of 55-65 years of age. All using NICE inContact, which is integrated with Salesforce. We primarily use NICE inContact for inbound phone calls and chats.

All of our phone and chat scripts are 100% customized. The chat the NICE inContact provides is customizable for us to be able to make the color scheme and logo prevalent. It also has the ability to integrate with Salesforce to create new cases as a call or chat comes in. We have worked with NICE inContact Engineers for these integrations.

We implement NICE inContact CXone for call center companies. It is a very easy to use platform and we are able to customize it for small starter companies to large already established companies. The platform is efficient and thorough. Teaching people this platform is incredibly easy to people who have never even worked with call center software before. The call quality is perfect and the reporting is also very customize-able. Anything you need, this platform seems to show up for that. I enjoy being able to use it.

Creating customized reports for companies is one of the best parts of this platform. Anything that your company needs, you can customize a report to come to you. No searching for data or being overwhelmed with data you don't need just to get to what you need.

This product started off being used in our Customer Care/Tech Support department and we have since expanded to IT helpdesk and NOC.

Our dispatch department has started using this product as well and we are increasing the number of employees each year.

The problem that it addresses is the need for our call centre and it allows us to gather statistics that we relay back to the CTRC. We need to adhere to certain standards and this product line allows us to manage the call flows, statistics, and many of the inter-group interactions within our company. We use a soft client on our computers and we have evolved over the years on how we use the system. We have implemented chat features and we are currently working on voice recognition.

We love the reporting at my company. It has been great to be able to provide our CEO and Board stats for our call centre. We have been able to serve our customers for the last 10 years on this platform and we have received some great feedback. We adhere to the CRTC rules and we are able to support the rest of the company during outages by comparing statistical data and business customer feedback.

We are using NICE inContact CXone in multiple departments: a couple of inbound call centers, an outbound call center, the IT help desk, and some tier 2 customer support groups.

We have done quite a bit of customization and configuring CXone to our business. We use Studio scripts to build customized call routing flows, create pop-ups for agents that help them handle calls for dozens of different clients. We have implemented an IVR solution for caller self-service. We have built dozens of custom reports that we use to create daily, weekly, and monthly scorecards.

inContact is primarily used by our support organization to help us route calls to specific locations around the company. I have enjoyed the use of inContact because it allows me to make adjustments to the IVR within seconds when we have an outage or something has changed within our product. As we continue to build our company, this will become more and more useful.

I think the call scripts and the IVR are the most customizable option within inContact, and that can be done pretty easily. The setup and the adjustments can be really hard, but as long as you keep to the easy stuff, you can make changes. Reports are nice, but sometimes we run into different numbers though it should be the same.

We use inContact as a call center management tool and softphone. With their extensive API's we are able to integrate flawlessly with our own crafted loan management system. Hands down their softphone is the best I have used and I have consulted for many years in the call center industry seeing many different attempts at what they have done so successfully.

We have adapted all API's and converted them into our own unique dashboards. We are now working on gamifying our calls and conversions with inContact API.

This is used both in our Level 1 call center and Help Desk Support Team. We use this to monitor our team members, create reports, and review Service Level stats. It's very useful when comparing and planning for staffing and resources for both our departments and making sure all our stats and targets are being met for our customer.

One of the things we enjoy as team leads and managers are the preset reports and templates, which we can have emailed to us daily with the numbers needed. This allows us a quick turnaround time when making decisions on balancing staff/workload.

The NICE inContact CXone platform is being used across our entire organization and assists us in many ways. We use it for monitoring live calls, keeping track of call history and volume, Service Level, and reports. These are some of the aspects I love and use daily. It is also used to keep track of our hours and unavailable time.

I have needed to customize call scripts and this has had a positive impact on our business as we are able to ensure that all agents are following the same verbiage and nothing critical is ever missed. I have also had to use customized reports to obtain information regarding a specific agent and/or a particular day's activities.

We use NICE inContact CXone across our whole organization, across multiple sibling companies under the same corporate umbrella, and across multiple divisions and departments within each.

Custom scripts for various channels. For example, our email script sends a "we got your message!" confirmation back to the customer so they know we've received their email.

Frontline Call Center is a remote agent-based high-touch contact center. We support over a hundred clients via a tech support channel and a customer care channel. We use NICE inContact's skill-based routing and reporting to support each client. We also use the login functionality to track our agents' time.

As we are high -ouch, we often use our clients' CRMs and various platforms. Easy APIs and scripting options allow us to integrate and build additional tools on top of the NICE inContact platform.

We are known for creating, using NICE inContact as the base. To date, we have created Ternio, which allows mobile-device use of the agent station. We have also developed dropped call scripts that allow calls to be re-skilled as outbound contacts so they don't get missed.

Nice InContact CXone is used throughout the organization for managing account information for Sales Reps and staff use it to manage accounts. It is used by sales and operations staff as well and our consumer staff to manage notes on calls, noting service requests information and keeping track of our dealers. As far as business problems it addresses, it makes it easier to keep track of all aspects of our dealers and contacts to be able to track calls coming in and out of the business. It is a very useful software that works well with our company's needs.

The tool can be customized to meet the ongoing needs of the company. The platform can be customized to perform within our business needs. It seems to interact pretty well with Salesforce and meets our needs for tracking purposes.

It is being used by our department only, it addresses the large call volume our 2-1-1 center and ADRC office receives. It also helps with randomized surveys.

We have been able to customize scripts very easily and with the help of our point of contact with InContact we've been able to build customized reports to suit our reporting needs.

We use MAX for our agent dialer. We perform inbound calls to support our clients. We use central to manage our team and to run reports often times we are modifying these reports and then sending them off to our clients, we are using these multiple times a day. We use the dashboard to monitor our agents in real time and we are frequently running productivity reports.

This has been a great help, some of our clients are more complex than others and we are able to meet almost all of their needs with the reporting they need on a small-large scale. We have been created and modifying many reports over the past few months.

inContact is a major improvement over our previous call center software. We are able to build dashboards which include live data on calls received, average speed to answer, abandoned calls, longest wait time, etc. I am able to build custom reports to pull data on the previous week or month without having to enter the criteria every time. I can schedule daily reports to run a specific time and email me the results in Excel format. So instead of having to run these reports daily, they are waiting in my inbox ready to use. This saves me a ton of time each day and allows me to prepare time-critical reports much faster than our previous software.