Cloud-based, Multi-client-friendly Software
Overall Satisfaction with NICE inContact CXone
Frontline Call Center is a remote agent-based high-touch contact center. We support over a hundred clients via a tech support channel and a customer care channel. We use NICE inContact's skill-based routing and reporting to support each client. We also use the login functionality to track our agents' time.
As we are high -ouch, we often use our clients' CRMs and various platforms. Easy APIs and scripting options allow us to integrate and build additional tools on top of the NICE inContact platform.
As we are high -ouch, we often use our clients' CRMs and various platforms. Easy APIs and scripting options allow us to integrate and build additional tools on top of the NICE inContact platform.
- Transparent reporting
- Dispositions are an underappreciated tool, especially when used as double dispositions.
- Support time for billing issues could use a tighter turn around time
- It has allowed us to consistently expand our services while tracking by client for billing.
- Growth scaling and geographical redundancy
We are known for creating, using NICE inContact as the base. To date, we have created Ternio, which allows mobile-device use of the agent station. We have also developed dropped call scripts that allow calls to be re-skilled as outbound contacts so they don't get missed.