June 15, 2021
Customer Service Rep
kemper insuranceInsurance, 51-200 employees
Score 10 out of 10
Overall Satisfaction with NICE CXone (formerly NICE inContact)
It is being used by the whole company. We call each other via NICE CXone or customers reach out to us via NICE CXone. We have different lines you can call, and it helps direct the customer to the appropriate place they are trying to reach. It also helps distinguish all the callers that are being connected.
- It divided different departments.
- It has a queue to show you how many calls are waiting.
- IT shows the performance rate.
- It is able to keep track of when an employee is on lunch break or working.
- It has the departments divided.
- Can see performance ratings.
Everything is easily accessible. I can call, transfer and direct people to correct departments, place customers on hold, and do warm transfers. It lets us know why the customer is calling and allows us to give them the correct information so that the customer doesn't get rudely transferred.
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?
NICE CXone Feature Ratings
Interactive voice response
CRM software integration
Inbound call routing
Omnichannel inbound routing
Customer interaction analytics