Easy call monitoring and reporting
October 16, 2020
Easy call monitoring and reporting
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with NICE inContact CXone
NICE inContact is used by majority of agents for various processes as of now in the organization. Multiple workforce management analytics are being done to predict consumer demand and manage staff schedules. It is being used to to provide visibility into call volumes and workload trends and which predicts revenue. Quality analysis and call tags are done to separate important calls. It is being used by workforce management and customer service department of the organization. It address multiple problems. Quality management features are being modifies which helps better understand customers. Individual agents scripts can be prepared which helps in agents workflow. Being cloud platform no limits for data and reports are there which helps in creating various different reports to help focus requirements.
Pros
- Individual agent scripts or screens - Helps changes scripts and skills of agents in more quick manner.
- Automatic call back for consumers helps consumers schedule a callback.
- Customized Reports can be created depending on the requirement and demands of the client.
- Being cloud platform there are no limits to create and store data which helps in various reporting purpose.
Cons
- Saving personal or custom configurations should have easier GUI.
- Purchasing or creating specific reports is much more difficult than it should be.
- Dashboards are used frequently, having more flexibility with the placement and size of each dashboard widget would be helpful, and those changes should be saved to save more time logging in next time.
- Pre-built reports should have more variation since creating basic reports take time and needs to be validated before published.
- Calls are managed more efficiently thus increasing revenue.
- Monitor trends and provide accurate work details which helps in better future analysis.
- Some features are outdated or not user friendly which hinders to achieve required business objectives.
We have created multiple reporting structures to help agents drive performance which eventually helps in answering more calls and better performance. These reports have direct impact on revenue. For example - AHT template has been created on agent level to help agent understands and analyze their performance and improve on them.
Yes - Avaya CMS had less variation and required vigorous training in order to understand. NICE inContact is easier to understand and is fast and efficient for small business. Implementing new reports and creating new reports develops skills in NICE. NICE inContact is created for fast track migration. Connectivity in NICE is way better and is great for replacement queue monitoring and management queue.
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