Good product! Loads of possibilities.
May 29, 2020
Good product! Loads of possibilities.
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with NICE inContact CXone
We use NICE InContact within our Customer Service Department. InContact has been integrated to our Salesforce platform & we use it to receive inbound calls & make outbounds calls. This integration means that we can click on the customer's telephone number in Salesforce & the number is dialed straight in InContact therefore saving time when making an outbound call. When we receive an inbound call, the customer would have been asked to enter their customer account number, a hyperlink shows on the InContact platform & when we click on it, it opens the account in Salesforce. We are in control of the IVR & can tailor it on a daily basis to our needs.
- Ability to change the IVR to suit your needs - You can go into Studio to edit the IVR, add or remove options as necessary.
- Integration with Salesforce - ability for the customer to enter their account number & for the agent to click on the hyperlink with the account number to open the account in Salesforce.
- Reporting abilities - Reports can be tailored to your needs. You can report on anything you want i.e. what options were selected prior to you getting the call.
- Banner displaying the dashboard outside InContact - will show on the person's bottom screen & display number of calls waiting & number of agents available.
- Bigger screen in Studio when you want to edit "Play properties" the box containing "Sequence" is really small & you cannot see when a message was last updated/added.
- Ability to delete old users in Central.
- Ability to save some reports as favourites.
- NICE inContact gives a better view on the number of calls waiting. The ability to analyse when the calls are coming therefore allows us to make decisions on when to have a break or a meeting so as to minimise the impact on customers.
Customising our reports meant that we now have a better understanding of what is happening prior to the calls hitting an agent. It allowed us to understand the customer's behaviour & judge how efficient our recorded messages in the IVR are; i.e., does the customer listen to the different messages or does he want to talk to an agent directly or does the customer still need to talk to us after listening to the pre-recorded message.
Yes - InContact replaced Cisco. The reason for the replacement was that Cisco was no longer being supported. The decision to go with InContact was made at the global level.