NICE inContact - Really "Nice" for your business
October 13, 2020
NICE inContact - Really "Nice" for your business
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with NICE inContact CXone
We use NICE inContact CXone for a contact center and at an organizational level it helps us manage users, manage various call sources, unify the tool across different locations of the organization and pull multi-dimensional report for business intelligence. It also assists us in improving operational efficiency by being able to manage the after-call workflow, etc.
Pros
- We have variety of partners and each of them have different toll-free numbers associated but a bunch of partners would deal with the same product for different locations. It helps us group them under one category and manage the efficiency as a whole for the product while it also helps us track the performance of each of the partners.
- We have different representative specialized to handle different products. NICE inContact CXone helps us create skill pools and assign a particular skill pool to the representative. This is an effective tool to manage your workforce when you have representatives cross skilled and shortage of resources.
- Again because of us having a variety of partners, we are able to prioritize the routing of calls based on the different business verticals we have.
- It bundles vendor and workforce management which is the need for the hour.
Cons
- The softphone license reset option for active licenses of the organization can be provided to the user at the highest level in the organization so that it eliminates the need for us to call in because moving computers or laptops today in the pandemic world is quite common and it should not require a call or a support site chat or a request to get it done.
- The remove all users functionality is not working anymore, though there is a button. If this is functional, it will be easy to manage users in a skill or pod.
- Some tweaks needed with the promise keeper functionality. When a user has scheduled a promise keeper but unfortunately is talking to a different customer or on a state where he cannot dial it out, the promise keeper should get snoozed whereas now it gets abandoned on the backend. This also skews reporting slightly.
- Better vendor management - improved revenue.
- Better workforce management - cost optimization.
- Ease of use helps in easy transitioning of employees from one role to another - shorter learning curve (directly helps improve the revenue).
Yes. The customizations really help us prioritize and assist us in displaying a scripting based on the phone number , the customer is calling to get the products or services. This improves partner relationship as they are hearing their product branded properly.
We are also able to improve the efficiency of the workforce because we are able to customize the post contact status of each type of call that comes in and take it further based on business needs.
Moreover every individual is different when it comes to looking at the data. We are able to customize the reporting to cater needs of all departments of the business which helps us with a better insight.
We are also able to improve the efficiency of the workforce because we are able to customize the post contact status of each type of call that comes in and take it further based on business needs.
Moreover every individual is different when it comes to looking at the data. We are able to customize the reporting to cater needs of all departments of the business which helps us with a better insight.
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NICE CXone Mpower Feature Ratings
Using NICE inContact CXone
Process Managers, Project leads, Team leads, Supervisors, Quality Team Leads, Quality executives, WFM leads and WFM, MIS, BI team, call center representatives.
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