My NICE inContact CXone Review
October 27, 2020
My NICE inContact CXone Review

Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with NICE inContact CXone
inContact is currently being used across the organization used for supporting internal as well as external customers. Main purpose for inContact in our company is for Technical Support.
Pros
- Queue visibility and management.
- Skill designation and implementation across various technical levels.
- Ability to quickly manage alerts/notifications.
Cons
- Mobile-friendly interface.
- Alerts for agent status thresholds.
- Integration with ticketing system.
- We have experienced decrease in average wait times for users.
- We have experienced decrease in dropped/refused calls throughout implementation.
- Reports used for ongoing coaching.
We have taken advantage of customized reports for use with Quarterly/Monthly Metrics as well as coaching opportunities. We were also able to setup customized call routing/configuration to ensure users get in contact with the proper agent that can support their needs.
Yes - We replaced Avaya after comparing numerous features and costs.
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