Overall Satisfaction with NICE inContact CXone
All of my location utilizes inContact for both internal and external calls. My understanding for the main purpose is to control what the customer's caller-ID shows when receiving, so that any phone calling will display the number for our customer service center.
- Calling is simpler, reducing time on specific issues.
- Calls are recorded more easily and clearly.
- Utilization of internal information simplified.
I am not a manager and do not have access to any form of customization.
Using the system is very simple and easy to understand however points are lost with how often there are problems.
I am only aware that the reports exist, I do not have access to them. However I have been told they are "exactly as needed."
Any situation in which there is a need to call a customer, it is easy to do so and simple to transfer calls when needed. The only real issue I ever have with inContact is when I am unable to make or receive calls.