Wonderful tool for any contact center!
August 12, 2020
Wonderful tool for any contact center!

Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with NICE inContact CXone
We use NICE inContact CXone to communicate with our customers. It makes things very easy to manage and track. The tools available make managing multiple lines of business and call types easy and usable for all of our teams. The support available to make things work is the best in the industry.
Pros
- Managing multiple lines of business
- Tracking and reading different types of communication
- Scaling for all tools from large to small call types
Cons
- Consistency without having to clear cache and cookies every day
- Troubleshooting on the front lines for agents
- Having a full "reset" option would be nice for when things don't quite work right.
- Wonderful ROI compared to the previous system we used.
- Not having to use a hard phone makes the cost well worth it.
- Being able to route 40 call types to a few hundred individuals with ease has been paramount in our business's success.
Every call type has its own dashboard. We are able to provide many different metrics to our front line agents all the way up to our CEO. Each level needs a different type of metric and NICE makes it easy to change the reporting to fit whomever is requesting it.
Not Sure
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