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Overall Satisfaction with NICE inContact CXone
Our company uses NICE inContact CXone across our entire organization. This allows different departments (not just Customer Service where most of the heavy work is done) to handle member inquiries while following company protocol. We use CXone in conjunction with our current CRM product, therefore, making things more streamlined and efficient.
Pros
- Dashboard to allow various levels of management to track the service level across all support lines.
- Ability to communicate with customers via various channels.
- Reports offer better insight into customer pain points and the opportunities to make their experience more pleasant.
- CXone easily integrates with our current CRM.
Cons
- Tech support is not consistent with response time or the level of service.
- Trying to use the outbound dialer is a BEAST!
- Stuck agents and stuck calls require calls to tech Support which seem to happen more often than before.
- NICE inContact CXone has provided us the ability to manage call volume across our various support lines. We can easily and quickly assign agents where resources are needed most.
Not Sure
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