3yr customer, mostly satisfied, needs work on relationship management
April 12, 2020
3yr customer, mostly satisfied, needs work on relationship management
Score 3 out of 10
Vetted Review
Verified User
Overall Satisfaction with NICE inContact CXone
We use NICE inContact call recording for quality and IEX for call forecasting and scheduling. It helps us address customer complaints as well as provide us a tool to facilitate real-time coaching with our agents. IEX allows us to accurately forecast and staff our call center based on historical and recent trends.
Pros
- Call quality on the recordings is done well.
- Forecasting modules are good.
- Scheduling philosophies in IEX are solid.
Cons
- User Interface of NICE call recording seems rudimentary, spend more time improving the user experience.
- Overall reporting out of IEX is horrible, with as data-rich as IEX is, you'd expect reporting to be cleaner and more user-friendly.
- Longer support for older software so companies aren't forced into expensive upgrades.
- IEX has facilitated good forecasting.
- IEX has facilitated good scheduling.
- NICE QA has provided decent insight into our quality.
Currently, we are only utilizing IEX and NICE Recording, both are fairly set and not that flexible to customize. However, The ability to create custom QA forms and have multiple in play for all the various groups in our center has been very beneficial and has come in handy over the year.
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