NICE inContact CXone is a cloud-based contact center platform that manages customer interactions across multiple communication channels. It includes features such as omnichannel routing, workforce optimization, automatic call distribution (ACD), and interactive voice response (IVR) system.https://media.trustradius.com/product-logos/eW/qd/JB3V8JCKA3MP.JPEGNICE SystemsAttensity Review: Text at its best2013-11-08T16:33:30.102ZCounting the text data to make it quantifiable.
Client focused.,Normalization of data.
Too difficult to tune the tool.
Natural language can go too far - left can be a direction and the past tense of the verb leave - The tool assumed it was a verb.,We found a quality problem that was emerging. Since the issue sounded like normal use of the product, we were not sensitive to the rapid increase in what our consumers were reporting. The tool made us curious as to why the use issue was growing. We had a problem.
Engineers were able to gather point of use details from our end users with out the large effort of reading comments,5,SAS DataFlux,300,2,Quantify what the consumer wants.
Qualify usage and failure data.,Use the questions coming to customer service to help prioritize training content.,Part inspection ticket analysis.
Blog or social media monitoring.,6,No,Product Usability,I was not part of the selection team. Just the implementer.,Vendor implemented,Yes,Change management was a major issue with the implementation,Our internal language was not full sentences. We had abbreviations, terms that were not well managed by the engine, we also had not used full sentences and the tool was looking for verbs that did not exist.,7,No,7,Yes,We had a truncated data set transfer over. When we realized it, it was already afternoon. We prepared a replacement data set , and Attensity made unique jobs & schedules to receive, process and report on the data by the next morning.,The reporting for the masses is visual.
The export detail is a nice feature.
The ability to link similar findings in multiple data sets was elegant.,Tuning - training the text engine on the industry specific language was laborious - so, so, laborious.
Attempting to expand the solution to be more analytical - Normalized incidence.,7Onavie Boyce
NICE inContact offers a complete cloud contact center solution in the NICE inContact CXone platform (formerly inContact Cloud Contact Center), designed to help organizations around the world improve their customer experience with a unified suite of omnichannel routing, workforce optimization, analytics, and voice as a service – delivered on an enterprise-grade open cloud platform.