NICE CXone, call center powerhouse
June 19, 2021
NICE CXone, call center powerhouse
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with NICE CXone (formerly NICE inContact)
We use it [Nice CXone] to manage Call Logs, Customer Service Calls, Support Requests and Contracts
- Has very intuitive and easy to read dashboards
- Gives you access to data very fast and makes it really easy to search entries
- Allows you collaborate with your coworkers through email and chatter integration
- The new platform, called Lighting, [in my experience] can be sluggish and has a steeper learning curve
- [I feel] There is the missing functionality to add notes in the new version, which is missing from the last version (you can add files and texts through the "related files" option, but it is a lot more time consuming
- [Reports take too long to run sometimes [in my experience] and more formats for data could be very usufel, not just export to Exl or separate by commas
- Positive impact by allowing us to differentiate between different skills a lot easier, helping route calls automatically to the right person
- It has help us meet our SLAs by quickly routing of the calls
- It has allow us to create a better WFM strategy because it gives us stronger date about call times, hold, transfers
We have created scripts to route calls more efficiently to different teams within our company. We can then use that customization to add more agents to those skills "queues" based on the real time monitoring provided from within the ap. This has had a huge impact in our business model since it allows us to cover more "ground" with less staff connected at all times.
Yes - Avaya CRMS Manager
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?
Yes
Would you buy NICE CXone again?
Yes