Easy to use and serves its purpose, a good tool to have
October 12, 2020
Easy to use and serves its purpose, a good tool to have
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with NICE inContact CXone
We use NICE for our call management from the customers during an emergency, we use the MAX agent available within the NICE inContact for that. It's easy to use and is fairly simple, doesn't have anything complicated. Easy login and one-click operation to access the Max Agent. The details provided are not that detailed when looking at the dashboard for the agent by the respective agent. The Max agent logs out after a set period of time, when kept in specific status, which is a drawback and that can be rectified by allowing a pop-up that can help increase the timing of that respective status so that the agent doesn't log-out. When there is a call received it automatically doesn't show the caller details, rather, we need to open the Agent to see the caller details and at times that's not very effective as it causes distraction to see the details rather than listening to the customer complaint on the call which is the primary reason for the use of the tool.
- Provides the availability of the agents in Single Pane of glass for the admin.
- Integrates well with the other tools.
- Provides the details of the calls received for that specific person to see the details.
- Keep checking for the agent availability to ensure that they are available there for the calls.
- Provide a pop-up to extend the status timing.
- Provide more comprehensive details for the person to see the details.
- Have Automatic Pop-up when the call is received to show the details of the caller.
- Have detailed analysis dashboard so that each day during login the person is able to see the comprehensive details of how time is being used.
- Tying using AI/ML, to analyze and provide the details on how best the time can be used.
- Customer is able to reach the support easily and quickly during an attack.
- A platform to call back the customer and assist.
- Get the recordings of each call made, for analysis and training to get better.
There has not been much of the customization that was required in our case, as we just added the custom IVR message and used the default tone for the wait time before the agent could pick up and respond. We are pretty much happy with the basic tweaks as that is fulfilling the basic needs. We didn't want to add any long messages or give IVR options like press 1, etc, as that would not be an effective way to address especially when the end-user is calling for a Critical P1 issue.