Great for Visually Impaired Staff
May 22, 2020

Great for Visually Impaired Staff

Dawn Vanderkooi | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE inContact CXone

NICE inContact is used in the contact center at our agency. It's used for our 211 WNY helpline as well as other contracts that we have. Approximately half of our staff are blind or visually impaired. The platform is accessible with the different types of AT that the staff uses.
  • The IVR makes it easy for routing calls.
  • Accessible for all our staff's needs
  • Customizable reporting options
  • Call recording is great for monitoring and training purposes.
  • Incoming audio notification when using the integrated softphone option
  • Use of MAX on other web browsers
  • Technical Account Managers need to provide better service, often feels like they are reading from a technical support manual, and don't convey knowledge of the product.
  • Being able to set service performance goals
  • Reporting call stats back to agents
  • Efficiently handling inbound and outbound calls
Adding whispers to our inbound contracts allows staff to be prepared to handle what calls are coming in when dealing with several different contracts. Customizing reports to send to our funders as well as staff for quality assurance.
Studio is a bit daunting and not user friendly
Customizable reporting is better since the upgrade.
Yes - It replaced Avaya, we were looking to get away from dependence on our VPN.
We have 10 or so different contracts and being that we have visually impaired staff we are able to have a whisper for staff that announces which contract is coming in. This helps staff know how to answer these lines appropriately.
The ability to assign specific skills to specific staff as well as set priorities using NICE inContact CXone allows for a better training experience for staff and efficient call flow for inbound calls.

NICE CXone Feature Ratings

Warm transfer
Call scripts
Call tracking
Multichannel integration
Inbound call routing
Omnichannel inbound routing
Quality management
Call analytics
Historical reporting
Live reporting