Good quality
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.
Pros
- The up time has always been at an acceptable level.
- Point of contact has always been helpful with questions or concerns.
- The admin side is easy to manage.
Cons
- Better call pulling capability
- Dashboard graphic views for call data
- 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.
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.
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