Our NICE inContact Experience
October 27, 2020
Our NICE inContact Experience

Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with NICE inContact CXone
We are using NICE to communicate with our customers on a few different platforms. We currently use both NICE for the email and chat support option in a single department, but may expand in the future. It really is an asset when it comes to communicating quickly and efficiently with customers.
- Efficiency.
- User customization.
- Easy to learn.
- Needs more chat customization.
- Text formatting issues.
- Reduced cost per agent.
- Lower handle time.
- Increased customer satisfaction.
There are a lot of great customization options with NICE. It's great that each user can customize the program, and that management is also able to customize so much on the back end. We use the personalized texts for email/chat support, and they've really helped lower the handle time and make responses more consistent.
Yes - We used NICE to replace Oracle RIghtNow. It's a more comprehensive program, but it was costly. We also were not using all the options/customization features that were being made available to us. NICE is a bit more straightforward, easy to learn, and the ability for users to customize their own work space is a great feature.