The best platform for ALL your business and management needs!
October 08, 2020
The best platform for ALL your business and management needs!
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with NICE inContact CXone
Ascensus uses inContact and MAX to launch/manage our call Queue and receive and send inbound and outbound calls.
In my experience with NICE I've had very little issues with it, and supporting it has been very easy for our higher up teams.
Common browser update issues seem to affect this program much less than any others. I would certainly have to recommend to anyone using an older/out of date call management system!
In my experience with NICE I've had very little issues with it, and supporting it has been very easy for our higher up teams.
Common browser update issues seem to affect this program much less than any others. I would certainly have to recommend to anyone using an older/out of date call management system!
- Manage call queue.
- Manage dispositions/statuses.
- Monitor trends and provide accurate work details.
- Monitor breaks/lunches/time in and time out very well.
- The MAX or APPS button will sometimes go missing in certain browsers.
- Saving personal or custom configurations should have an easier GUI.
- Rules built for MAX Should be able to have more refined times. Example Setting disposition automatically after call, and it timing out at 5 min. This can be frustrating when it times out as it will drop your activity and start a new one, even if busy and in an escalation situation.
- The advantages of the system include the speed, and accuracy of call direction and trend.
- Positive impact on employees to engage in self monitor and co-worker overlooking.
- Calls come in quicker, can be sent outbound faster, and overall production can increase as a result of these tools and programs.
The ability to customize and refine every detail of the GUI, and specific teams/groups of employees gives the advantage to managers. Managers can now easily access reports, employee status, and call generation times as a result. Overall, a great compliment to any management team who is in direct supervision of their employees.
Not Sure