Great customized options and excellent reports capability
October 23, 2020
Great customized options and excellent reports capability
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with NICE inContact CXone
We use it on a regular basis to attend customer service for our customers, we manage the Order Management team using inContact tools, and we keep our metrics by analyzing the data inContact provides in the reports.
The only struggle is sometimes some of the calls are not properly connected, apparently, for connectivity problems, the connectivity is not always stable for all the users. It might be a problem with the internet connection but it's worth it to put some attention to how to make the software lighter to improve the connectivity.
The only struggle is sometimes some of the calls are not properly connected, apparently, for connectivity problems, the connectivity is not always stable for all the users. It might be a problem with the internet connection but it's worth it to put some attention to how to make the software lighter to improve the connectivity.
- Runs excellent reports to manage company metrics.
- Provides an easy management experience by showing all available assets in live.
- Motivates the team workers to be available and provide the best possible customer service.
- The connectivity is not always stable and calls are lost.
- It takes training to understand their language, it could be more friendly.
- Unless the reports show all the needed information, it's not friendly interphase, it takes training to determine how metrics are evaluated.
- Better calls for the organization.
- Faster answers to customer request.
- Easy assignment of cases through the company.
We measure exactly what we need; the customized platform helps us to easily look at our daily metrics.