Overall Satisfaction with NICE inContact CXone
In our situation, NICE InContact CXone is being used across the whole organization. We have agents who use it to answer calls, our Telco department uses it to create custom IVRS for our clients, and the account managers use it for reporting back to clients. We also use the program in our quality department to score calls. Some of the problems we address with the software are presenting an option to have our agents answer calls, or have prospects request callbacks so they do not have to wait on the phone.
- One of the things that I find helpful with the inContact program is the audit histories. They make it easy to see when a change was made and by whom, ultimately making it easier to fix in case of something breaking.
- Another point is the reporting, which for our company is one of the best assets, since we provide reporting for our clients on how much volume their numbers are receiving either daily, month to date, year to date, etc.
- The last point is the ease of user interfaces. Our agents have a simple time navigating with Max Agent, our Telco team has an easy drag and drop system in studio.
- Being able to provide reporting to our clients is one of our top selling points, so that is most definitely a positive.
Where I work with the IVRs we create custom call scripts for each of our clients. Sometimes, multiple scripts per client based on what kind of service they have signed up for. we can then report back that the volume they received per number so they are able to decide where to best spend their money.
The software is pretty user friendly and intuitive. On the CXone's Max Agent platform, the auto-answer feature has incrementally reduced our answer times, and therefore, increased our ability to answer more calls in the same time. The drag and drop use of Studio makes designing or change a call script a breeze.
The reporting capabilities of NICE inContact are very wonderful and beneficial to our company. Whether we are using a contact history report to listen to and view agents screen on calls or using the dashboards to monitor agent states, call volume, and hold times. The data downloads provide accurate reporting to clients about the month-end success of the numbers that they are using.
Nice inContact is suited well for call center environments where you want to use skill-based routing to map the flow of calls to specific agents or teams. If you want to break it down even further, you can also set proficiencies for each agent under the skills that they are assigned to so that the agents who are better at taking certain types of calls are targeted first.