Not a good fit
November 05, 2020
Not a good fit
Score 1 out of 10
Vetted Review
Verified User
Overall Satisfaction with NICE inContact CXone
Used across our U.S. organization. It allows our customers to reach us - period. My role is solely front line customer support. My needs/goals are only to make and take phone calls.
By implementing the NICE inConctact system, my call process changed from:
Touch the phone to dialTouch the phone to end call
To:
Move my mouse over to the MAX.NICEINCONTACT dialogue box and select NEWUsing my keyboard to enter the desired phone numberGo back to my mouse to select the CALL boxThen reach to my phone to open the call leg
As anyone would tell you in a heave phone volume environment where you are operating a computer, anytime you are required to move your hands from the phone, keyboard, and mouse results in significant erosion in productivity.
- I cannot think of anything NICE inContact CXone does particularly well.
- Change the auto log out to only apply when the Leg is idle for 1hr.
- Our configuration requires we touch our Keyboard, Mouse, and phone pad for EVERY call. Nothing erodes your productivity more than the constant need to re-position your hands constantly.
- Once the significant process change involved in implementing their tool has been completed, customers should expect a noticeable reduction in productivity.
Not Sure