NICE CXone for Work From Home setup
Overall Satisfaction with NICE CXone (formerly NICE inContact)
We use this for everyday comms with inbound and outbound calls, in tandem with Webex and Zoom. We also use this to monitor the number of calls coming in and the skill set for who will assist each call. Using the reports generated, we can safely watch the trend where the spike in the number of calls at any given week or month.
Pros
- Number of abandoned calls.
- Concurrent calls.
- Voicemail forwarding.
- Call recordings.
Cons
- Integration to CRM.
- Display of details after customer provided details during IVR.
- Backup plan when InContact is unavailable.
- No miss calls, we can always callback if customer had hang up.
- Recordings are associated to each customer details.
- Analytics are readily available.
- Historical and interactive analytics is nice to have.
We customize NICE CXone with the notes integrated to document what transpired during the call. We collate this data and compare these against the accounts and caller, to validate if action was appropriate during the call. We also adjust the needed time spent to document each call and do historical if needs adjustments depending on the skills of each agent.
Do you think NICE CXone Mpower delivers good value for the price?
Yes
Are you happy with NICE CXone Mpower's feature set?
Yes
Did NICE CXone Mpower live up to sales and marketing promises?
Yes
Did implementation of NICE CXone Mpower go as expected?
Yes
Would you buy NICE CXone Mpower again?
Yes
Comments
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