Help You Help Them
October 16, 2020

Help You Help Them

Jan Barrentine | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

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.

Pros

  • 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.

Cons

  • 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.
As with any web-based service, sometimes the connectivity issues can present a problem. However, for the intent, the product seems to be very usable and customizable.
Not Sure
This seems to be a great option for handling high-call volume. The mix of self-service to route callers to the specific section for prompt response. However, that can also be a hang-up if the customers aren't educated as to what is needed, or if the topics are too broad. The Dashboard feature is also nice for seeing where more assistance/attention is needed.

NiCE CXone Mpower Feature Ratings

8.1
Agent dashboard
8
Validate callers
8
Outbound response
7
Call forwarding
9
Click-to-call (CTC)
9
Warm transfer
8
Predictive dialing
Not Rated
Interactive voice response
8
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
8
Multichannel integration
Not Rated
CRM software integration
Not Rated
7.7
Inbound call routing
8
Omnichannel inbound routing
Not Rated
Recording
8
Quality management
7
Call analytics
8
Historical reporting
7
Live reporting
8
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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