Nice inContact Max Efficiency

This application is broadly used throughout the organization to answer inbound call center calls, conference our customers with a 3rd-party outside source, as well as to conduct virtual meetings with team members. We're able to use various tools to track agent status data for any given period, as well as adjust settings like auto-answer, and adjust settings to answer calls under various phone numbers/company names.

This platform has been customized to answer calls under various company names. The companies are independent but provide similar services. Some agents are assigned to more than one company, and NICE inContact displays a banner indicating the company name and allows for selecting the relevant company when placing an outbound call, as well as launching a post-call survey for that company. This has allowed for easy cross-training.