Overall Satisfaction with NICE CXone
The majority of our staff use screen reading software and we needed a platform that allowed our staff to use it as any other staff would use. In the past we had to pay for scripts for this functionality, with NICE we are able to work seamlessly. Also, not only is the agent interface accessible, we have visually impaired staff in leadership roles due to the accessibility.
- Functionality options
- Upgrades
- Customer Support
- User management section of the platform could use some efficiency upgrades
- Allows us to perform efficiently which makes for shorter handle times allowing for more inbound calls to be handled
During COVID we were able to quickly adjust our IVR and call routing to allow for new contracts and better call flow.
Yes - We previously used AVAYA for our phone system. NICE CXone offers more functionality as well as the accessibility function that we desperately needed.
Do you think NICE CXone delivers good value for the price?
Yes
Are you happy with NICE CXone's feature set?
Yes
Did NICE CXone live up to sales and marketing promises?
Yes
Did implementation of NICE CXone go as expected?
Yes
Would you buy NICE CXone again?
Yes
NICE CXone Feature Ratings
Using NICE CXone
28 - Contact Center agents and management
3 - Our leadership team made up of our Director, Operations Manager and Lead staff. Experience and training is needed to support the platform
- Accessibility with screen reading software
- Easy to access call recordings
- Easy to find a call that may have come into question and report on the details and press path of that call
- Integration with our texting platform
- Chat feature
- dispositions for commercial contracts
- ads as hold music