NICE inContact CXone is an amazing platform!
March 24, 2020
NICE inContact CXone is an amazing platform!
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with NICE inContact CXone
The NICE inContact CXone platform is being used across our entire organization and assists us in many ways. We use it for monitoring live calls, keeping track of call history and volume, Service Level, and reports. These are some of the aspects I love and use daily. It is also used to keep track of our hours and unavailable time.
- I love being able to easily see which agents have been sitting available for over five minutes so that we can redirect them to other responsibilities.
- I love that emails and chats can also be integrated so that everything is answered in a timely manner and everything is handled in the same platform.
- I love that you are able to easily force logout an agent if they are having technical difficulties or are being unresponsive.
- I would like a mobile application that would allow me to see my dashboard while away from our workstation.
- It would be ideal to have an information button next to the different features/sections explaining what it's used for and also have access to pre-recorded training videos on how each feature can be used.
- I don't have any information on the positive or negative impact the platform has on our business objectives overall but I would assume it has been mostly positive as we have been using it for over 10 years.
I have needed to customize call scripts and this has had a positive impact on our business as we are able to ensure that all agents are following the same verbiage and nothing critical is ever missed. I have also had to use customized reports to obtain information regarding a specific agent and/or a particular day's activities.
Not Sure