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.
Pros
- Efficiency.
- User customization.
- Easy to learn.
Cons
- Needs more chat customization.
- Text formatting issues.
- Reduced cost per agent.
- Lower handle time.
- Increased customer satisfaction.
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.
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