Outstanding
June 14, 2021
Outstanding
Score 9 out of 10
Vetted Review
Verified User
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
- Reliable
- Fast
- User friendly
- Faster agent lag connection
- Better call history
- Better chat options
- Improve customer satisfaction.
- We get more customers.
- Poor call log history.
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.
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?
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