inContact - keeps you connected!
October 08, 2020
inContact - keeps you connected!
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with NICE inContact CXone
NICE inContact CXone is being used in the Customer Service department for customer and agent phone calls. We have our agent contacts loaded into the inContact system to easily call our agents when needed. Customers call in for pricing, availability, order status, report complaints with shipments, tracking information, technical support, and more.
- Transferring calls is very easy.
- User interface is easy to use and understand.
- Answering calls is simple and convenient while working.
- Lag between the answering of a call and connection.
- The software takes priority when answering, so when you answer a call while working it's very easy to accidentally hang up on the customer if you are still trying to work/type.
- It's too easy to refuse a call by accident.
- Being able to capture KPIs and other stats to analyze usage/customer reporting.
- Being able to analyze call data/high volume times.
- Being able to route calls based on region.
I am not the one who made these customizations, but I do know of some that have been made.
1. Certain callers have the ability to type in a 3 digit code that will route them to the Customer Service Rep that handles their region.
2. The inbound call tells you which option the customer picked from the main menu to give you an idea what the call will be for.
1. Certain callers have the ability to type in a 3 digit code that will route them to the Customer Service Rep that handles their region.
2. The inbound call tells you which option the customer picked from the main menu to give you an idea what the call will be for.
Yes - We used to use Microsoft Lync, NICE inContact CXone replaced Lync about 2-3 years ago. inContact is a much easier to use software for Customer Care.