Great Contact Center Solution for Salesforce & RingCentral Integrations
October 27, 2021
Great Contact Center Solution for Salesforce & RingCentral Integrations
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with NICE CXone (formerly NICE inContact)
We use Nice CXone as our primary contact center for inbound service request calls for machinery. We use it across the whole organization and are able to maintain a very small amount of agents due to the efficiencies of the system. The easily customizable IVR menu was a new feature for our contact center, which has been very helpful in redirecting calls away from our service agents prior to answering calls. We love that we also have omnichannel abilities and that it integrates with Salesforce. The Salesforce integration allows us to obtain customer information before the agent picks up the call.
- Salesforce integration.
- IVR customization.
- Routing
- Training on how to customize IVR.
- Cleaner interface on the Salesforce integration.
- Decreased call volume to our service team.
- Better routing experience.
- Agents walk into the call with background.
We have created some customized call scripts that have been very helpful for us to have a more professional menu for our callers.
Yes - We had a different office phone system that had a queue option for calls that we changed. The other phone system had very little customization available and no integration with our CRM or our mobile employees.
Do you think NICE CXone delivers good value for the price?
No
Are you happy with NICE CXone's feature set?
Yes
Did NICE CXone live up to sales and marketing promises?
Yes
Did implementation of NICE CXone go as expected?
Yes
Would you buy NICE CXone again?
Yes