Overall Satisfaction with NICE CXone (formerly NICE inContact)
We use NICE CXone (formerly NICE inContact) to take all calls from travelers and coworkers. This creates a one-stop location for all employees to answer, see and know exactly what is coming and going for calls. We are able to see at a quick easy glance what calls are holding, coming in, and going out. This [addresses] the issues of who is there and what staff are currently working on.
- Organize all calls
- Clear call reports
- Easy access to call activities
- Who logged in first
- Reports for call monitoring be able to read
- See what report is most used
Custom call reports are very important for travel. This product allows us to see what [happens] at all time[s]. It allows me to monitor what calls are coming in and going out. Custom reports are extremely helpful to travel agencies. The impact to the business is very important to have the information in one central spot.
NICE CXone (formerly NICE inContact) is clear to understand and see what is happening in one general spot. It would benefit if there was a reporting option with the callers being transcribed instead of just hearing. But overall this is very helpful in day-to-day use. It is very user-friendly.
The reporting ability is [simple]. We use many of the reports daily. It allows us to see what is happening and what happened in the past. We do use some of the same reports daily. There are some reports that did not get used very often but are still there if we need to access them.
NICE CXone (formerly NICE inContact) is very well suited for the travel industry. I can see what accounts are calling in and how often. It has one [main] screen with charts that show what is happening now and what had happened. So of the charts seem to be very similar and can be narrowed or combined.