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.
inContact is good for getting in touch with customers in real-time to solve their issues but could be better with user functionality/what needs to be done in order to place outgoing calls. I also wish it was easier to navigate the numbers of your recently placed/received calls. Maybe I haven't figured it out quite yet, but I find that any sign of a "call log" disappears and I can't seem to find this info for easy reference.
Good for high call volume and managing voicemails. I find it useful when I get auto-assigned a voicemail in the routing system. The message starts playing, and I'm already looking up the customer's info. Also, great to have a quick way to call them back right from the same portal. The navigation of the interface could be a bit clearer. I wish you could see how many voicemails/tickets remain directly on the max agent.