Overall Satisfaction with NICE inContact CXone
NICE inContact CXone is being used by Azusa Light & Water's Consumer Services Team to manage inbound phone calls, e-mail, chat and text messages. We are able to oversee call volume, CSR performance and customer satisfaction with the use of CXone. Prior to CXone we had a very antiquated PBX phone system that did not allow for any of the features that we currently have available to us.
- ACD routing.
- Contact detail reporting.
- Visibility of KPI's.
- Internal chat among users.
- More dashboard KPI options.
- Easier management of scheduled reporting.
- Increased SLA's.
- Team visibility and improved communication.
- Customer satisfaction.
We have customized dashboards to view customer service representative status of availability. This helps to ensure that we have customer service representatives available to assist customers during operating hours. It has also been extremely helpful to ensure that we have appropriate levels of staffing for our Spanish call queue. We are able to immediately see if there is a Spanish call pending in the queue for an extended period of time and act on this to get the customers assisted in a timely manner.
I would rate NICE inContact CXone's overall usability at a 10. The system is extremely user friendly. Our end users span a wide age range and we have had a high level of success with their adaptation to any new features and functionality that have been released during the time that we have been a customer.
The reporting capabilities that NICE inContact CXone offers are fantastic. There is definitely room for improvement in the scheduled reporting module. I have had a number of issues with getting the data that I would like scheduled and in the exact format that I need it. Aside from these minor challenges, the reporting options are very expansive and useful.
Yes - NICE inContact CXone replaced an old PBX system and a failing IVR system.
NICE inContact CXone is well suited for the purpose of monitoring inbound contact performance from a multitude of contact channels. The system is very end-user friendly which is one of its key benefits. The reporting module provides for a wide variety of opportunities to capture the data that is available to implement improvements to service.