NICE performs, well, nice. Great product.
April 16, 2020
NICE performs, well, nice. Great product.
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with NICE inContact CXone
[NICE inContact CXone] is our primary contact center application. Also used to manage call volume on Support Desk. It offers the ability to measure call volume and determine proper staffing needs. Our current contact center application partners with additional 3rd party applications to analyze call volumes and recording. Recordings are used to monitor customer satisfaction. Support teams currently use the application to divert calls to the proper resources.
- Speed to call management
- Call monitoring and reporting to leads
- Online monitoring of call volumes
- Application availability has greatly improved in the past year.
- Availability of support teams during periods of issues. This has also improved.
- Call assessment very positive.
- Time-per-call management is a great asset.
- Support can be taxing during busy times.
The amount of customization we currently have in production is serving us well. Our in-department dashboards and interactive screens / monitoring works well between contact center agents and call support teams. We have also implemented similar monitoring in our Helpdesk area to review peak service and sales volumes. This enables the transfer of associates from team to team.