Overall Satisfaction with NICE inContact CXone
The application is being used across the board by our six divisions as a CRM tool. It allows the organization to determine the volume, service level and call handling for the Call Center operations. In addition it is used as a performance measure, allowing employees assigned to be assigned by skillset and determine their working rate based on availability. This allows it to address several issues due to its RealTime reporting and Dashboard feature, supervisors and managers can determine where the bottleneck is and how to better address the customers needs. Also, to assess operational workflow by evaluating employee knowledge and call handling. By downloading the data and creating ad hoc reports, the company can determine how best to eliminate hold times and direct them to the agent/representative best suited to resolve the inquiry.
- IVR allows for increased customer service efficiency and first contact resolution.
- Workforce Management features to compare agent behavior and make staffing decisions.
- Cloud-Based system allows for remote access and the call recording feature to maintain compliance.
- The MAX interface is not as end-user friendly as the previous ThinAgent. It sometimes is difficult to consult and then disconnect without hanging up on taxpayer.
- Technical Issues with number of rings before refused call status.
- Not able to browse call history past most recent log in. Would be nice to be able to pull from an archive.
- Increased ROI by optimizing scheduling, determining staffing needs.
I have not had any direct experience with the platform side, other than to assist supervisors in recording some of the automated prompts/greetings. That feature is very handy to cut down on the number of times a caller would have to otherwise be transferred, also allows us opportunity to provide additional information while they are on hold that may allow them to resolve on their own.
Not Sure