November 09, 2021
Score 7 out of 10
Overall Satisfaction with NICE CXone (formerly NICE inContact)
NICE CXone is being used by the entire Pre and Post sale operations of the company. We use this product to handle customer calls and Advocate as well as Registration Specialist dispositioning. It addresses the problems of time management and efficient customer contact accessibility. With this product, we are able to control call flow by department and account for the work status of the Advocates and Registration Specialists.
- Great control of the customer call flow.
- Great accountability for talk time.
- Not being able to display total time.
It is very user-friendly. The integration of several different tasks makes this platform a valued asset in the world of customer service.
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?
This program works for keeping your agents accountable for their actions in providing service to your customers as well as teaching them about time management. Having to be responsible for logging in and dispositioning themselves to the correct status builds the skills they will need to be successful. It's less appropriate for a position that is not dealing with a customer service role.