Communication Gateway
June 12, 2021
Communication Gateway
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with NICE CXone (formerly NICE inContact)
We use Nice CXone as a communication platform between members; facilities and doctor's offices. It allows [us] to take inbound and make outbound calls; it also allows us to maintain our productiv[ity] throughout our day. It help[s] our member[s] obtain their healthcare needs when they are in need [of] diagnostic imaging.
- The ability to schedule your follow-ups. I like this feature because I personally don't like when I'm told that someone is going to follow-up with me and they don't.
- The ability to see what task your colleagues are in. I like this feature because I can see how I can assist our clients to give the best service as possible the person they are looking for is available or not.
- The ability to have time management. I like the fact that I am able to the system to keep up coming event that I'm schedule for throughout the day such as meetings, break & etc.
- Sometimes calls seem to be stuck in the que even though they been answered.
- Sometimes a call will come in and you can't answer so most of the time you have to log out and log back in.
- Gateway of communicating.
- Time and Production management.
- Made trust between the agent and member strong with having the ability to schedule follow-ups.
This doesn't pertain to me because [I] don't use it personally due to me being on the phones. But what I can say is that it makes it easier for them to be able split our group up when they need a team to handle specific calls so that we can meet our ASA for that client.
Do you think NICE CXone delivers good value for the price?
Not sure
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