NICE inContact CXone Review
Overall Satisfaction with NICE inContact CXone
We use NICE inContact for our interactions with customers and agents. We also use it to conduct call reviews for customer complaints and for QA. NICE inContact is used also for tracking the agents' times for time adjustments and seeing what aux code the agent is in at the time.
Pros
- Time adjustments
- Team tracker
- Listening to calls
- Booting agents
Cons
- For the time adjustments to apply towards our time clock
- Time adjustments
- Call recording finding could be easier
I use mine to split up my team. I have my functions set for if they are exceeding lunch, break, and ACW to blink red if the agent goes over. I also use it to listen to agents' live calls and recordings for call reviews and to track the agents' times.
Yes - It replaced Ayava. Listening was a major improvement in the product. We used to have to wait very long for a call to populate to listen to the call. We didn't have a function to see what aux code the agent was in at the time. Now, we have all this tracking to keep the agents on track.
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