Updated August 31, 2020
Score 9 out of 10
Overall Satisfaction with NICE inContact CXone
NICE inContact CXone is used within the information and referral team to answer calls. We are currently working from home and the process has been quite smooth to transition from office use to home use. Management will use the software to supervise, track the number of calls received in one day, and other similar metrics. The dashboards allow us to see productivity and how the staff is doing, how long they are on the phone, off the phone, etc.
- Monitoring tools makes us aware of contacts received
- Call recording helps with quality assurance
We used a customized answering system to ask the caller if they want to speak to a francophone agent or to an anglophone agent. We also use the same system to ask if the caller would be willing to answer a few questions following the call, with the option to opt-out of the survey.
We are very satisfied with the tools and we are exploring ways to use even more of its features.
We are very satisfied with the reports. Early on, we customized the reports so the dashboards would show us the data we need to see on a regular basis.
NICE inContact CXone is well suited for call centres with various staff. It is better suited when complex transfers are not required. If a service needs to regularly call out to 911, then this might not be the most appropriate software to use as three-digit transfers can't be done. Otherwise, quality and functionality are appropriate for small to large call centres.