How inContact has optimized our call center
April 01, 2020

How inContact has optimized our call center

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE inContact CXone

NICE inContact CXone is being used by our Contact Center and is playing a key role in agent optimization resulting in cost savings.
  • Schedule efficiency for agents
  • Motivate and optimize agents leading to their higher level of satisfaction and retention
  • Analytics and reporting that is essential for supervisors to make key decisions and take action
  • Additional AI Analytics leading to proactive decision making
  • More intuitive workflows and custom design by business users
  • Increase pre-built integrations especially for data sharing and reporting
  • Schedule optimization
  • Agent retention
  • Workflow alerting to managers for awareness and early action
We have developed customized reports that has led to improved time insights, addressing absenteeism, schedule optimization, and caller satisfaction.
It is a powerful tool that is very useful in managing a call center.
There are a number of essential out of the box reports and we have been successful without pain to create needed customized reports.
NICE inContact CXone is best suited for agent management, scheduling, and optimizing for efficiency based upon scheduling and skills.

NICE CXone Feature Ratings

Agent dashboard
8
Validate callers
9
Outbound response
9
Call forwarding
9
Click-to-call (CTC)
9
Warm transfer
9
Predictive dialing
8
Interactive voice response
9
REST APIs
8
Call scripts
9
Call tracking
8
Multichannel integration
8
CRM software integration
8
Inbound call routing
9
Omnichannel inbound routing
9
Recording
9
Quality management
8
Call analytics
8
Historical reporting
9
Live reporting
8
Customer surveys
8
Customer interaction analytics
8