Overall Satisfaction with NICE inContact CXone
As a service desk who hasn't had a call-recording option for quite some time, NICE inContact has made a huge difference in ensuring that we're providing excellent customer service. As part of the quality team, we always make sure that all information given to our users is accurate and complete. NICE inContact has been an important tool in confirming and validating this data. It also addresses any escalation or complaint from our users. We can identify if engineers have provided excellent service or not. We are using NICE inContact globally for FIS, and we are an internal service desk.
- We can know wether the callers/agents are providing accurate information on what transpired on their calls.
- Clear recordings are such a big plus in identifying any help needed/or inaccurate information is given to the caller. In this way, we can call them back and ensure that all necessary data are given.
- We can also provide feedback for any system issues we had during a call.
- We can listen to calls real time and barge in if needed.
- Identifying who disconnects the call is also a must especially to a process with CSAT or survey.
- We can add the name of the caller in the options.
- Specific hold duration can be included.
- If we can add an audit form, it will be easier for us to evaluate phone calls.
- NICE inContact is much easy to use. No specific application needed, thus it will be beneficial for the business because everyone nowadays wants everything to be easy.
- Since some features have fees, like screen recording, it depends on the business organization if they can afford it.
- We'll have fewer unsatisfied users if the recordings can be available for few more months.
As a quality lead, I've been using this tool to identify, analyze, and scrub any escalation or low-score alert based on the survey. It also helps engineers in providing/raising feedback as this option is available in the tool. We'll now use this report to check and calibrate the reports based on their recordings. We also have options on how to listen to calls. They can be live or recorded calls.
I haven't had any issues with the recording quality as it is clear and concise. Data like who disconnected the call and time stamp are available in the call information. This data is important for quality. It was rated "8" because I felt that it has a feature that I'm not a fan of. Like downloading the call first before listening to it or dialing a phone number thus recording can be available.
I haven't really tried or customizing a report. I think we can have more use of it if Quality Form that we're using to evaluate phone calls are already embedded in the Nice Incontact. It will save time and we can create different type of reports related to quality. In the meantime, we're only using the report related to system issues faced by agents or engineers
NICE inContact is good especially in evaluating phone calls and identifying strengths, help needed, and recommendations we can provide our agents. This application also helps us with any complaint. It identifies who had opportunities and what action can be taken to resolve the issue. We can also acquire new knowledge via phone calls recorded.