Overall Satisfaction with NICE CXone (formerly NICE inContact)
It is currently being used in our Client Solution Center along with RingCentral. The company implemented to be able to record department and individual metrics.
- Tells you if a person is available or not.
- Easy to use directory.
- Allows disposition to see what types of calls are received.
- Does not always ring properly.
- Does not always save disposition on first try and you have to go back and forth.
- Holds individual operators more responsible for incoming calls.
- Allows management to see where there is a weakness in shifts.
- Disposition allows tracking of calls for different departments and states.
Customized dispositions allow seeing what types of calls are coming in for each state. This will allow for better call routing in the future. This system makes it easier to hold individual operators in the Client Solution Center accountable.
Do you think NICE CXone delivers good value for the price?
Not sure
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?
No
Would you buy NICE CXone again?
Yes