NICE inContact CXone for a multifamily industry call center
June 06, 2020
NICE inContact CXone for a multifamily industry call center
Score 10 out of 10
Vetted Review
Verified User
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.
Not Sure