NICE in action!
October 21, 2020
NICE in action!
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with NICE inContact CXone
NICE is being used to answer calls and keep track of productivity. I also use it to keep a timer on breaks, lunches, training, etc. NICE is implemented in a couple of insurance companies throughout Evolent. NICE is user friendly and is easy to understand. Calls come in clear and I take calls directly through the internet.
- Transfer calls
- Answer calls
- Times breaks and lunches
- Logs in and out for the day
- Productivity results
- Conference calls
- There is an option for it to ring, however, that doesn't work.
- It should keep a log of all the calls and phone numbers instead of the last couple.
- The time between calls is not the same. Sometimes, the system gives a call after 3 seconds and sometimes it is 10 or 11 seconds.
- It is hard to extend the after-call work. There should just be an accessible button and may cause issues when there is another call immediately waiting.
- Gives a report on employee productivity
- Breaks down calls per hour
- Breaks down handle time
I am not a supervisor or team lead so I don't have information regarding customized reports about employees.
Yes - NICE replaced a system called Softphone. Softphone took up a lot of memory space on the computer and gave staticky calls that did not run through the internet. NICE does not take up much space, delivers clear calls for both the client and employee, and runs the call through the Internet.