One of the best tools on the Market
October 08, 2020
One of the best tools on the Market
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with NICE inContact CXone
NICE inContact is used by many departments of our organizations, specifically to contact our clients and customers across the globe. We are even using it in our internal teams also. I am using this to track the performance of our agents like how many hours they dialed and how much break they took. So basically I track the performances of our agents and use dialer too for our internal teams.
- User interface.
- Simple to use.
- Easily monitor performance.
- Recordings of the calls should be available for at least a week.
- There should be some notifications to get an alerts.
- Instant messaging for internal purposes can be added advantage.
- Easy to train.
- Return of Investment.
- Simple to use.
We are using it to generate customized reports of our agents and this has had a huge impact, as we can easily monitor the performances of the team and can check the overall productivity of the team. Reports generated give us really useful insights for the team, which we do use to coach our team members too.