Overall Satisfaction with NICE inContact CXone
For customer service ingoing and outgoing calls. It's an effective tool for communicating with customers in real-time. I personally prefer to solve customer issues this way rather than the back and forth via email.
- Route calls
- Manage call queue
- Manage work flow
- Connecting to the leg could be clearer. As in, I don't understand when connecting the leg is necessary to place outgoing or receive incoming calls. Sometimes, I have to restart the program in order to reconnect and be able to place outgoing calls.
- It's a positive to get in touch with customers quickly. Calling customers to solve their issues shows commitment to solving their issues expediently.
Yes - Zoom/Shoretel