NICE inContact CXone Review
May 08, 2020
NICE inContact CXone Review
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with NICE inContact CXone
This product started off being used in our Customer Care/Tech Support department and we have since expanded to IT helpdesk and NOC.
Our dispatch department has started using this product as well and we are increasing the number of employees each year.
The problem that it addresses is the need for our call centre and it allows us to gather statistics that we relay back to the CTRC. We need to adhere to certain standards and this product line allows us to manage the call flows, statistics, and many of the inter-group interactions within our company. We use a soft client on our computers and we have evolved over the years on how we use the system. We have implemented chat features and we are currently working on voice recognition.
Our dispatch department has started using this product as well and we are increasing the number of employees each year.
The problem that it addresses is the need for our call centre and it allows us to gather statistics that we relay back to the CTRC. We need to adhere to certain standards and this product line allows us to manage the call flows, statistics, and many of the inter-group interactions within our company. We use a soft client on our computers and we have evolved over the years on how we use the system. We have implemented chat features and we are currently working on voice recognition.
- Call Flows are easily managed
- Statistical data is very well groomed
- We can make IVR changes at any time
- Back end programming is not very complicated
- Easy to manage outages through the IVR
- Support hours are usually not used because of the lack of understanding by the support team
- Communication to our company could be better relating to work being completed
- Cost of doing business could be looked at
- We are able to adhere to CRTC standards.
- We are able to manage our teams to be more productive due to the stats.
- We are able to properly staff based on the historical data we receive.
We love the reporting at my company. It has been great to be able to provide our CEO and Board stats for our call centre. We have been able to serve our customers for the last 10 years on this platform and we have received some great feedback. We adhere to the CRTC rules and we are able to support the rest of the company during outages by comparing statistical data and business customer feedback.
Yes - We replace our previous call distribution software with inContact because we felt that reporting wasn't very clean and it was difficult for our IT staff to manage because it was an internal solution. inContact is a hosted solution and it better suits the need of our whole organization, from a support standpoint and a functional standpoint.