Highly effective program for a wide variety of users and agents
Updated October 18, 2021
Highly effective program for a wide variety of users and agents
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with NICE CXone (formerly NICE inContact)
This program is used across our entire organization. This program handles call, chats and emails for us as well as time keeping and agent status. The program has a clean design and user friendly interface.
- Handles and routes incoming calls, chats and emails.
- Allows call/chat/email recording and monitoring.
- Easy to navigate and troubleshoot.
- Helpful and provides clear feedback and statistics.
- Allows concise, at-at-monitoring of agents and volumes.
- Clear and clean design
- Different layout styles would be nice.
- More customization interfaces based on company role.
- Dark mode and high contrast mode would be helpful.
- More accessibility options for disabled users would be helpful.
- We have increased agent availability by reducing downtime.
- We are able to better route calls and monitor agent availability.
- We are able to offer offsite compatibility and monitoring.
We use custom reports and analytics as well as agent skilling based on real time volume and agent availability statistics. We also use the call recording for our quality assurance grading. Additionally, we use the call recording playback for coaching opportunities and ongoing performance improvements. The format is easy to understand and use.
Yes - We replaced RNT with this program, it has been extremely helpful, as RNT would frequently crash and disable multiple agents, resulting in lost time, functionality and revenue as well as significant agent frustration.
Do you think NICE CXone delivers good value for the price?
Yes
Are you happy with NICE CXone's feature set?
Yes
Did NICE CXone live up to sales and marketing promises?
Yes
Did implementation of NICE CXone go as expected?
Yes
Would you buy NICE CXone again?
Yes