Start small and scale up? Flexibility beyond measure awaits you.
March 27, 2020
Start small and scale up? Flexibility beyond measure awaits you.
Score 9 out of 10
Vetted Review
Overall Satisfaction with NICE inContact CXone
As a call center company, we use InContact as our main platform for our assignments to communicate with our customer's customers, helping them with support across all communication channels. InContact is the base for all our transactions, reporting, and measuring our advisor's performances. We're also implementing gamification which makes us do more in a more fun way.
- Very flexible, an advisor can be almost anywhere a mobile phone has coverage. Very easy to do out locations.
- Very good routing possibilities.
- Everything is measured. The reporting is a bit basic for us but using the API we have done miracles for some of our customers.
- Fairly easy to debug/troubleshoot the integrations.
- Multiple users? No problem.
- The reporting could be more flexible.
- Sometimes the European clusters perform badly and the support response could be quicker/better.
- Very low technical support when all is up and running.
- Easy to analyze and find improvements in work flow.
- Using gamification we also have fun :-)
Using the rest API, we export almost every data about calls and interactions and feed them into other systems that are more granular for our different customers. We also use the scripting engine to perfect the different routing challenges that arise from time to time.
Yes - Our Genesys platform was gradually faced out in favor of InContact. It was the right time to move to the cloud and that has been a success story.