Great tools for Better Decisions
August 23, 2023
Great tools for Better Decisions
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with NICE CXone
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.
- Workforce management is very easy to use
- Quality management allows evaluations to be objective
- Real time adherence allows me to know what everyone on the team is doing at a glance
- Reports allow us to evaluate the performance and helps us improve
- It would be nice if the prebuilt reports had some functions to modify
- It would be nice to have additional color Aux codes for WF
- Honestly, I don't have any other suggested areas of improvement.
- 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
We use custom reports however this function is underutilized due to the time it takes to attempt to create reports. The script function is fantastic. Accounts and resources come up for the reps so all is ready for the call. Let time is needed to find information. Quick replies for chat and email reduces time spent on communication too.
Yes - I cannot recall the product we had previously but last year we upgraded to CXOne which has saved us a lot of time as well as helped us make better decisions.
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