NICE inContact CXone: "Attensity Review: Text at its best"https://www.trustradius.com/contact-centerNICE inContact CXoneUnspecified8.4161012013-11-08T16:33:30.102Z
Overall Satisfaction with Attensity
- 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
2 - Hybrid skills between advanced user, content owner and some IT training
- Use the questions coming to customer service to help prioritize training content.
Evaluating Attensity and Competitors
- Product Usability
We were able to port data to Attensity and see results in a small window of time. By hosting the solution, and offering reporting, much of the burden of implementation was managed by Attensity
The vendor supported implementation is likely the only solution that would have worked for us. We later moved the solution in house.
Yes - We did some consumer based content - text only, then added attribute detail, then added a 2nd data source for the same type of data.
Change management was a major issue with the implementation - We had to internally market the new solution. This surprised us.
Problems get solved
Kept well informed
No escalation required
Support understands my problem
Support cares about my success
Quick Initial Response
Yes - It was more of a limitation of the software. They were very attentive to my point of view and worked towards resolution.
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.
Like to use
Easy to use
Technical support not required
Quick to learn
- 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.