A "Nice" CXone Contact center solution
November 10, 2021
A "Nice" CXone Contact center solution
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with NICE CXone (formerly NICE inContact)
Have been using it primarily for customer contact, both inbound and outbound. NICE CXone has numerous options for creating categories that can be subdivided to skills that can be assigned and make easy landing for the customer for his addressing his specific queries.
- Call Handling.
- Priority call landing.
- Load balancing with equal distribution of calls amongst available agents.
- Analytics
- Custom Reports.
- Calls and distribution.
- Customer satisfaction.
- Priority resolution of calls for optimum SLA.
Custom reports are very useful but have their fair share of complexity in NICE CXone The reports are really useful for data analytics, calls distribution, and Qu trends. Busiest hours of the day etc. All these have led us to manage our workforce and distribute loads evenly.
Not Sure
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?
I wasn't involved with the selection/purchase process
Did implementation of NICE CXone go as expected?
I wasn't involved with the implementation phase
Would you buy NICE CXone again?
Yes