Great Solution To Drive Customer Experience
Updated April 05, 2021
Great Solution To Drive Customer Experience
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with NICE inContact CXone
We use Nice inContact as our all-in-one contact center platform for our customer service team. NICE inContact works well for call and chat routing. The reporting is robust and can be customized to provide the most detailed information that you could ever need to understand your business and drive performance. It works well for an omnichannel platform to handle all modes of contact that your business may handle.
- Call routing
- Omnichannel
- Chat
- Custom reporting
- Custom scripting
- Email handling still could use some work
- More feature-rich surveys
- More customization for dashboards
- More detailed instructions for some features
- Helps to serve our customers efficiently
- Drives the customer experience with their Echo Survey platform
- Handles calls effectively and drives agent performance with the entire platform suite from calls, chat, emails, SMS, surveys, WFM, and quality management.
I have created over 100 custom reports and 10-15 custom routing scripts. This has helped to drive better NPS performance and our customers' experience. I have created multiple dashboards that allow management and agents to get a peek into the queues and know how we are doing and what areas we need assistance with.
Yes - We replaced a Cisco phone system with the inContact platform. We were spaced out between multiple locations and needed a more disaster recovery-oriented solution than the on-prem system. We reviewed several platforms but landed with inContact due to its vast array of solutions that come packaged together. This allowed us to condense multiple systems down to 1 solution.