June 14, 2021
Score 9 out of 10
Overall Satisfaction with NICE CXone (formerly NICE inContact)
NICE is being used as a tool for us to be able to provide customer service support by voice, chat or email and is being used on all the other campaigns. One of the problems, but not that frequent. is that sometimes the agent leg will not connect right away and due to that we might not start working on time or we have to restart it.
- Really easy to use
- User friendly
- Faster agent lag connection
- Better call history
- Better chat options
I use the software in a way where I can go to a specific agent list and be able to monitor them as a team instead of searching for them one by one. Plus, I can do live monitors and help agents if they get stuck on an scenario. This has a good impact on our agents and on our customers too.
I give this rating because I do not use all the features from the software, but the ones I use are really good and easy to use plus really easy to understand. So a 10 is an excellent score on the features I use on a daily basis and to do a better job too.
Is really good for making reports because we can find the info of the calls, listen to them, find the holding time & the silence time on a call, plus the customer info too, so we can check if the agent is following the proper procedure or on how to help them to improve.
Yes - I did replace the previous softphone service that we had and it was way simpler. [It] was of the tools that we needed and we had to use a different one to get all the info that we needed. Right now, we have it on a single software and [it] is way easier.
Do you think NICE CXone delivers good value for the price?
Are you happy with NICE CXone's feature set?
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?
Voice, chat, [and] email are good and really reliable. [This] makes it easier to help our customers and to be able to provide better assistance to them increasing the customer satisfaction a lot and that will [cause] us top get more and more potential customers. Really good system.