Overall Satisfaction with NICE CXone (formerly NICE inContact)
We use the tool to record calls, emails, and/or chat sessions. We are currently in the migration phase to NICE inContact as our new application. It addresses the problems in the lack of 100% recording when investigating transactions for the quality department.
- Ability to download calls
- Ability to play calls through other tools like 8x8
- User-friendly navigation
- Inability to measure actual hold time per attempt, which is important for the call center.
- Application crashes from time to time
- When idle, NICE inContact gives an error when tying to refresh.
- Instances of clear recording but agent could not hear caller.
- Delay/Sync issues when agents answer calls affecting QA scores.
- Positive in the sense that calls/chats/emails are available any time.
- Negative in the sense that there still some functionalities we need but they're not in NICE inContact.
- Positive as we're still in the migration phase so our Voice Services Team will likely advise us of any updates/upgrades such as screen recording/uploading our QA forms where needed.
Honestly, I have not yet explored the reporting side of NICE inContact since I am focused on call evaluations for my team.
We are still in the migration phase, thus I really cannot say much but I am confident in the potential of this application.
Yes - NICE recording tool: I think the go-forward route for our organization is to maximize cloud-based applications.
We have been using NICE inContact CXone for about 5 months now due to the pandemic. There are still opportunities for this application to improve and maybe proper orientation for us would greatly help. Example: When listening to the recording we can hear the caller but the agent isn't stating there is static on their end thus we could not identify where the issue is. Another example is that a call is suddenly disconnected even though the agent has a strong internet connection.