Overall Satisfaction with NICE inContact CXone
NICE CXone is how Ryder communicates mostly with our drivers after a breakdown. This line is used quite frequently as well, more than several times a day. Our experience with NICE is a love/hate relationship. There are mostly connection problems that we have. Sometimes the drivers can't hear us. 7/10 NICE is operating correctly and the company loves it. I've been with my company now for 2 years and I can't just give a straight complaint about NICE.
- Keeping records of all calls.
- Agent leg not staying connected affects my productivity with my job.
- Keeping track of my productivity.
Ryder has not personalized NICE at all. We do have scripts but they are not personal, we say the same thing just about every call.
NICE isn't a bad investment for companies. All call center jobs should use NICE for professional reasons. This is a great source to use while doing this type of job. Like I said previously, NICE is how my company runs. We have to have phone lines to do our jobs. If the lines are down, we can't do anything.
NICE is actually how my side of the business runs. If we don't have the phone lines then we can't do our job. The drivers have to be able to call in to report each breakdown. Since I've been with my company, NICE hasn't caused too many severe problems. But when NICE is down, it's down for hours. I do feel since technology is improving daily, NICE should offer more ways to communicate with the driver other than a verbal conversation. Ex. text, emails.