EXTRA! EXTRA!! Know all about it!
August 26, 2020
EXTRA! EXTRA!! Know all about it!
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with NICE inContact CXone
We use NICE inContact CXone in my department only. It has addressed so many problems that we previously had with the phone company we were using before. It also provides us with reporting features that we are able to use so that we are in line with our company goals and better able to provide feedback to our CSRs.
- Having a Technical Account Manager readily available, who we meet with on a weekly basis and who updates us as she's updated
- When there is an issue, they are constantly providing updates as the issue is being worked on and this helps their users give better direction as we try to help our members.
- They have so many wonderful features, there hasn't ever been a request of ours that they cannot fulfill. It's wonderful!
- Often, when you have an open case, and then you're directed to call tech support, they don't have access to your case so you have to explain the issue again.
- Some features are a little hard to use because they are outdated. It'd be nice to see a more modern look to their features.
- We have our chat feature that runs through inContact, and my agents must have their Max screen where they can see a chat come through because there is no beep or notification sound that alerts them a chat came through as it does for calls. We've been told it can't be done. It'd make a major difference for us if it was possible.
- Positive: it's allowed us to give feedback to our agents and vendors through the data we are able to track in the reporting feature, so it helps us be accountable and hold agents accountable, really helping drive our goals.
- Positive: when there is an issue or outage that affects our area, they are in constant contact with us so we are still able to fulfill our daily business needs.
Yes - I wasn't managing this department. I'm unsure what the previous product was.