Overall Satisfaction with NICE CXone (formerly NICE inContact)
Mostly my interaction with it is for call queues and quality assurance; as well as using it as a phone system integrated with Salesforce. It is being utilized in several departments including sales and customer service, not quite sure of the full scope since leaving leadership 2 years ago. With taking on Vivint Solar, Sunrun has had to integrate both systems and workforces into one system.
- Allows more real calls per hour.
- Reduces time spent with voicemails.
- Does require clearing cache and cookies on Salesforce about once a day to work properly.
There is a lot of great potentials if some of the bugs get worked out and the functionality of the software was smoother. Between NICE CXone and Salesforce there is a lot of bandwidth that is needed and it bogs down the user and causes really bad lag when trying to handle calls.
Yes - When merging with Sunrun, we switched from Webex back to NICE CXone.
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?
Being a team lead and supervisor, it was great to be able to see real-time availability and dispositions. It was also really easy to live monitor calls and step in if needed with newer agents. There was a particular time when a customer was getting unruly with an agent, I was able to start listening in to the call, then step in when I needed to.