Great system for call centers
October 13, 2020
Great system for call centers
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with NICE inContact CXone
My company has me use NICE on a daily basis. I use it to take calls from our patients. It is used in all depts in our organization to help us be able to contact other depts to help our patients. NICE is very useful for our company because it helps our PT get ahold of us, so we can help resolve any concern they might have.
- It tells you how many people are in our queue which helps us know how many people are in need of our assistance.
- It does well with letting us know where the call is originating from since we have patients calling from multiple states.
- It does well at keeping our time on calls and off calls managed.
- When patients call in the auto system tells them that there are only a couple people ahead of them but doesn't include the voicemails and call backs that we have to make before assisting them as well so it confuses them when it takes awhile for us to answer.
- It sometimes lags.
- It has allowed us to offer CB and VM to patients so they don't have to wait.
- It helps keeps track of calls with disposition feature so we know what happened on every call.
They have added more call scenarios to help better describe what happened on the call and the resolution.
Not Sure