NICE CXone is the best
Overall Satisfaction with NICE CXone (formerly NICE inContact)
We use NICE CXone to get in touch with our customer in case they have missing some items on their orders or some items get damaged and they need us to process a refund or replace the items damaged, we also get to call our local stores to support the customers on a more accurate and prompt manner.
Pros
- The ability to have a side conversation without the need to disconnect 1 line to get the 2 line
- The ability to work with chats
- The ability to work with email
Cons
- Sometimes calls can get disconnected during the conversation
- Not being able to hold 1 chat to do a call
- It can get stocked when doing multiple things at the same time
- We are able to assist our customer more prompt
- We are able to handle more than 1 contact in chats
- The representatives feel is very friendly
It has been a positive impact to our representatives goal and key performance indicator, having a dashboard and being able to know what happens or if an agent was logged out when this was not approved by management nor the real time data analyst. We are also able to track if there is any call avoidance.
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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