NICE inContact CXone during the pandemic
Updated October 05, 2020
NICE inContact CXone during the pandemic
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with NICE CXone (formerly NICE inContact)
It's being use in our company as a Recording tool to record all voice transaction of the contact center. I used nice to evaluate all transactions of employees to their clients. Every week we select call recordings and evaluate them to see if employees are providing an excellent service to our clients and if they are following the process.
- The navigation is simple.
- The search option is accurate.
- Call recordings can be downloaded easily.
- Transcribe audit to text feature is very helpful
- Play it without using a phone/Avaya
- Standalone player
- Almost all employees are using NiC now and it really is suitable to us since we are working from home
- All supports are using NiC as their tool to track calls
- NiC provided a great business impact since the pandemic since it was web based
NICE inContact CXone provides us an option to gather all the reports we need especially if we need to track down some calls to be used in a meeting. We can easily download any calls without the hassle of clicking all the prompts. There's also an option to play it on any phone number so others can also play it on their end.