NICE inContact and Salesforce are a great pair!
Overall Satisfaction with NICE inContact CXone
We use NICE inContact CXone with Salesforce as our CRM platform and it so far is much better [than] the previous solution we had. We are still fairly new to using it, however the features it offers seem really exciting. We are just now starting to use the workforce management function and trying to better understand that. It really has helped with the QA of calls as well and offers some cool features there that our old platform did not support either. We use this primarily in the customer care organization, however the reports are used throughout the company.
Pros
- Reporting has been easy and so far appears accurate. The reports also offer really nice graphical interfaces to make it easy to digest.
- The QA portions ability to hear tone in the call and give you a visual smiley face when someone sounds happy is a neat feature.
- The dashboards are really informational and easy to configure. When we are back in the office they will make nice wall boards for the team to see as well.
Cons
- The auto reports it generates are really ugly and not so easy to digest. While the team can find what they need and there is little fluff, I think the auto generated reports can look nice like some of the other data available. Spreadsheets are boring and some color will add some excitement.
- This is hard to quantify at the moment since we are still new to using it but it seems the potential to save us a lot of time in efficiency will prove to be valuable.
We just started to customize bots in the chat channel and so far that helps a little. We have added a few customized responses that also seem to help deflect some of the easy but high call drivers.
Yes - I am not one to talk poorly about another company's product so I will not give the specific name. It's also that it's likely a great product, just not well suited for our application. We are a somewhat unique call center and the customer experience is the #1 priority. We need a system that can keep up with the constant changes we do daily. Again it could have also been some infrastructure issues that contributed to some of the issues, but the previous system had lots of bugs. When a new patch came out we would get new or old bugs back. It would also constantly go down and need a reboot in the middle of the day which causes a poor customer experience. Long story short the previous phone system was just not up to the task.
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