Item: NICE CXone
Rating: 10
Author: Sadie Reed

Use Cases and Deployment Scope

inContact is the product we use so diabetic customers can call us and we can troubleshoot their pump, transmitter and sensor issues. It is used in the Customer Tech Support department of the organization. It addresses the issues that diabetic customers might be experiencing so they can have human to human conversation to troubleshoot.

Pros and Cons

Easy to use.
Never crashes for employees.
Easy to troubleshoot where to find something.

Logs me out after short amount of inactivity.
When you click "remember me" button, actually remember me.

Return on Investment

Great customer service.
Customers can leave feedback.
Employees can work to improve calls because of feedback.

Customization

With the customizable software I can create different boards on who is working, where they are working, when they are on break, when they are on lunch and when they are not working. This is helpful because I know who I can reach out to for any help or questions, and who will not answer.

Usability

I have only worked with inContact for a month and have been very impressed with how easy it is to pick up, understand, and connect with others on this platform. Besides the small tweaks I described earlier, I think it is a foolproof system that companies can rely on to communicate with their customers.

Reporting Capabilities

The reporting capabilities are impeccable with inContact as far as my knowledge goes. Our team can review any call I have with a customer and give me feedback on how to improve at my job. This is important so the reports will be accurate and helpful to the company's overall wellbeing.

Products Replaced

Not Sure

Likelihood to Recommend

Well suited for customer support assistance. It makes it very easy for me to help customers and connects me to them effortlessly. It would be less appropriate in a business where customers or patients were coming into the office because the communication would happen more face to face. Since Tandem is virtually all over the phone, it is very well suited though.

Would recommend inContact!

Overall Satisfaction with NICE inContact CXone