Overall Satisfaction with NICE inContact CXone
We use NCIE inContact mostly for our wireless techs that assist end-users in mobile device troubleshooting and support. We support medium to large companies with their mobile support solutions. This includes wireless helpdesk, procurement, MACD, and device logistics.
- More flexible for agents not in the office
- Softphone usage wasn't met with equipment costs
We set up auto-generated reports for our internal dashboards for SLA management and review. Also, we set up auto-generated reports to provide to some clients daily.
The reporting is pretty good but the real-time dashboards may not be as helpful for us or we may need more information to better understand them.
Yes - Former provider of call system and it was due to the former having way too much downtime. The issue resolution time was always very high as well.
The current softphone was very helpful for my team to roll out during COVID when one of our other platforms had issues. It was easy to set up, train, and transition very quickly to NICE inContact CXone, once the problem arose.