NICE inContact CXone Review
October 18, 2020
NICE inContact CXone Review
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with NICE inContact CXone
Overall, NICE inContact CXone is an excellent product. It is very user-friendly. We have been able to reduce call volume by using the IVR system. I can create custom reports and can pull any data I may need. We use it for the whole organization. We are able to track and monitor the interactions with our customers to help improve our service, review any necessary feedback, and push for changes to our processes.
- Easy to use interface
- Ability to create customer reporting
- Multiple tools for management purposes
- More filters to use when searching through call history
- Redial button should always be available after a call drops
- There should be a longer wait for agents to input notes.
- Reduced cost of improved customer experience
- Incremental gross profit
- Reduced contact center cost
We have customized NICE to organize team members based on their respective departments. Our employees are categorized by the task they have within the company so it makes the job a lot easier when trying to connect with someone to solve a problem. In the past, our former system was hard to follow because team member roles were not labeled, but that is not a problem with NICE inContact.