NICE inContact CXone Agent
October 14, 2020
NICE inContact CXone Agent
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with NICE inContact CXone
The Customer Contact Center is using CXone. We are using it as a step in our authentication process to reduce agents having to authenticate reservations. It provides a sales opportunity for agents as they can see past reservations and purchases.
- Ease of use
- Provides agent with information
- Provides greater efficiency
- Added multiple steps to setting up agents in Salesforce
- Had to pay outside resources to help with the set-up
- Need to build reports in Salesforce
- Decrease AHT
- Prioritizing calls and getting them to skilled agents
With Dashboards, we can view the performance of the CCC in real-time.