Opiniones de NICE CXone

Sobre NICE CXone

Software de centro de contacto en la nube que ofrece realidad virtual, enrutamiento basado en habilidades, inteligencia artificial, combinación de llamadas y analíticas.

Descubre más sobre NICE CXone

Puntos a favor:

It allows for extreme flexibility and adjustments to business practices and processes allowing for significant cost savings and improved customer relations.

Contras:

Sometimes, calls get dropped automatically, which reflects as "refused," and negatively impacts employee efforts.

Valoraciones de NICE CXone

Evaluación media

Facilidad de uso
4.2
Atención al cliente
4.0
Funcionalidades
4.1
Relación calidad-precio
4.0

Probabilidad de recomendación

7.7/10

NICE CXone tiene una valoración global de 4.2 estrellas sobre 5 según las 532 opiniones de usuarios de Capterra.

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Bernard
Bernard
Consultant
Usuario de Linkedin verificado
Software informático, Trabajador autónomo
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Excellent CCaaS Leader

5.0 el año pasado
Los subtítulos en español están disponibles en el reproductor de vídeo
Ryan
Ryan
IT Manager en EE. UU.
Usuario de Linkedin verificado
Tecnología y servicios de la información, 51-200 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Alternativas consideradas:

Excellent VOIP Service

5.0 hace 3 años

Comentarios: We've had a great experience with NICE inContact CXone so far, I'm very glad that we switched over from our previous VOIP provider.

Puntos a favor:

I really appreciate the level of customization NICE inContact has, we have many different profiles for phone agents and the ability to tune everything in to exactly what each agent does has been really great.

Contras:

The biggest issue we've had was in setting up supervisor dashboards, anyone with privileges can set one up and the menus start to get cluttered after awhile. We're able to occasionally prune down the views and get things looking reasonable again though.

Respuesta de NICE inContact

hace 3 años

We appreciate the feedback, Ryan! We'll share your feedback with the appropriate teams.

Annie
Team Lead, Customer Success en Chile
Telecomunicaciones, 51-200 empleados
Ha utilizado el software durante: 6-12 meses
Fuente de la reseña

All-in-One Contact Center Solution for Every Business Need

5.0 hace 6 días Nuevo

Comentarios: Overall, NICE CXone is an excellent contact center solution for businesses of all sizes. It is feature-rich, customizable, and user-friendly, making it a great choice for businesses looking for an all-in-one contact center solution.

Puntos a favor:

NICE CXone has been an invaluable asset to our business. It is a powerful, all-in-one contact center solution that has streamlined our customer service operations and allowed us to provide superior service to our customers. The features are highly customizable and the user-friendly dashboard makes it easy to manage and monitor our customer service performance.

Contras:

The only downside to NICE CXone is that the initial setup and implementation can be complicated and time-consuming. The software is also quite expensive when compared to other similar solutions on the market.

Miles
Director of Support en EE. UU.
Software informático, 51-200 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

Alternativas consideradas:

Terrible Onboarding Experience

3.0 hace 3 años

Comentarios: It is expensive and support is not great. If you pay for a dedicated CSM you get a lot of help, but at an extra $800 a month it's hard to justify. The product is fine but the onboarding was the worst I have ever experienced for any tool I have purchased.

Puntos a favor:

Up time is good, WFM integration with the basic telephony is nice.

Contras:

The onboarding was done by a third party and it was completely botched. They put us on the wrong instance, had to then move us over to a new instance, but the effects were felt for months. The install process took almost 6 months and we still have issues a year and a half later. When we upgraded a product a year later, they never mentioned that an upgraded softphone would also be necessary, so it delayed onboarding once again. Thankfully they offered to comp us the upgraded softphones after weeks of back and forth. Otherwise the project would've cost significantly more than they originally quoted us.

Respuesta de NICE inContact

hace 3 años

Miles, we're sorry to hear about your onboarding experience. It seems as though things have improved since then. If there's anything else we can do to improve your experience, please do reach out to us at corporatecommunications@niceincontact.com. Thanks so much for your feedback.

Zeynel
Social Media Manager en Canadá
Producción audiovisual, 11-50 empleados
Ha utilizado el software durante: 6-12 meses
Fuente de la reseña

Highly Impressed by the All-in-One Service of NICE CXone

5.0 hace 4 semanas Nuevo

Comentarios: I have been using NICE CXone for a few months now and I have been very pleased with the results. The user interface is highly intuitive and I have been able to customize it to meet my specific needs. It is also a great value for money and I would highly recommend it to any business looking for an all-in-one contact center solution.

Puntos a favor:

I am very impressed by the all-in-one service that NICE CXone offers. It has an efficient and easy-to-use user interface, and provides a comprehensive set of features for contact centers. It is also well-integrated with popular CRM and helpdesk software, which makes it convenient to manage customer interactions.

Contras:

The only issue I have faced with NICE CXone is that it is not the most cost-effective solution. However, considering the features it offers, it is worth the price.

Mohamed
Associate Payments en Jordania
Banca, 1,001-5,000 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Improve call center operations to achieve lean management

5.0 hace 2 semanas Nuevo

Comentarios: NICE CXone helps us assess the volume of incoming calls and decide how many resources to convert into a process. We can also see what the team has been doing to keep things under control.

Puntos a favor:

NICE CXone helps us run our call center daily, reduce work, and increase capacity. User-friendly interface with everything displayed. Understanding our team members call productivity is critical, and I appreciate customizing tools to my preferences in the most efficient way possible. I like that NICE CXone stores calls in the cloud and offers various ways to quickly access and track calls, and NICE CXone dashboards provide fine detail, which I enjoy. I love the click-to-call feature.

Contras:

Not much, since NICE CXone is accurate and the user should have enough training to use it successfully, however, I sometimes find it challenging to set up all the tools on the watch page, which I understand, but I don't need it because I need to keep track of so many teams.

Ron
Desktop Support Specialist en EE. UU.
Software informático, 501-1,000 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

inContact Phone and Chat systems.

2.0 hace 3 años

Comentarios: Overall it was a mediocre experience. Support and the Tams were great. The call system was great. The chat is garbage.

Puntos a favor:

Multiple API's for SalesForce integration, data export, you name it. Phone system works great with good call audio. Caring Customer Support team that is knowledgeable and quick to take care of you. A WONDERFUL reporting system. You can create custom reports or use their canned reports which have almost all of the information you could ask for. Their TAMS are great to work with.

Contras:

The chat system has had issue after issue. It has only recently started working correctly and our contract is almost up. Tech support is one of the worst I've dealt with. They are uncaring/unsympathetic. They are quick to point the finger elsewhere rather than address the actual issue and help get it resolved.

Respuesta de NICE inContact

hace 3 años

Hi Ron, We're glad that you have had some positive experiences. We are working with our tech support staff to improve.

Adolfo
customer service representative en EE. UU.
Salud, bienestar y deporte, 501-1,000 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Connect with technology's best

5.0 hace 2 meses

Comentarios: This is an amazing arrangement and plugs in impeccably with other Decent items like IEX, QR WFM, and so on. It's so much simpler for the dev group to arrange, incorporate and alter the client experience. The screen is smooth and intuitive.

Puntos a favor:

A great and powerful arrangement of telephony and organization when it's most needed in the work environment.

Contras:

It would be great to add SMS features or instant messaging in the future because it doesn't have that right now.

Mike
Mike
Student Success Manager en EE. UU.
Usuario de Linkedin verificado
Educación superior, 201-500 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

NICE inContact might be a great for you, but it isn't right for me

3.0 hace 4 años

Comentarios: I need to start by saying inContact isn't bad. It just isn't right for what we do. We work in higher education as an online university. We connect with our students through phones and assign students to staff. Communicating with our students is very important and we need an efficient way to do this. inContact allowed us the ability to have calls come in and out, but it doesn't integrate cleanly with a CRM. So tracking specific analytics of our communications are complicated. We can track by agent, but not by caller. As we have the same people calling in, this is an important feature inContact lacks. However, if you are purely looking for a call center platform that allows different levels of staffing to interact with clients or potential customers, inContact has a lot of great features that will work well. They even have an embedded chat option for customers who don't want to speak on the phone that integrates perfectly with the Agent.

Puntos a favor:

Calls can be routed to skills based on the type of flow you require for your business. A lot of flexibility with the actual calling options as well as chat features.

Contras:

It's limited in how it operates as only call center platform. If you only want to call or chat with clientele, it will fit your needs. But if you want to track all levels of communications and do so in the scope of a true CRM, it is more limited compared to other platforms on the market.

Alberth
tech support en Honduras
Externalización/deslocalización, 1,001-5,000 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

The best phone support tool

5.0 hace 3 semanas Nuevo

Comentarios: Great, I've been using it since 2 years ago and never had an issue with it.Calls run flawless.QA scores and interactions are submitted on time and updated with no issue.Simply love it!

Puntos a favor:

It is easy to use.Easy call handling and I have never had an issue with calls using Nice In contact.Call management and recording are the best.

Contras:

It's interface is a bit odd, it can be improved.Sometimes calls are not being video recorded and that has slowed down the QA process.

Samantha
Central Test Scheduling en EE. UU.
Hospital y atención sanitaria, 5,001-10,000 empleados
Ha utilizado el software durante: 1-5 meses
Fuente de la reseña

Nice CXone, great self service

4.0 hace 2 meses

Comentarios: It's good software to use, does what it's supposed to. First time using this type of software

Puntos a favor:

I like that you can get so much information in one place. It is nice to use to edit your own schedule.

Contras:

The software is just fine, can seem a bit old school UI

Erik
Sr Call Center Technology en EE. UU.
Energías renovables y medio ambiente, 1,001-5,000 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

It works great, with very few cons

5.0 hace 3 años

Puntos a favor:

We like it because it's solid VoIP product that uses a low bandwidth codec, without sacrificing quality.

Contras:

A few of the settings aren't advertised that they're only configurable on the server-side. For example, the Auto-Answer doesn't always stick when the agent changes the setting themselves. We have to engage inContact's customer support to make that change on the Server config settings. That's annoying.

Respuesta de NICE inContact

hace 3 años

Erik, we appreciate the specific feedback. We will pass it on to the our product teams. Thank you for the review.

Ivonne
ADRC/2-1-1 Director en EE. UU.
Servicios de información, 2-10 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Alternativas consideradas:

InContact for ADRC/2-1-1 hybrid

4.0 hace 3 años

Puntos a favor:

Product is easy to use anywhere on the go. The KPI reports are exactly what we need for reporting purposes

Contras:

I do not like that it logs us out continuously throughout the day

Respuesta de NICE inContact

hace 3 años

Thanks for your comments, Ivonne!

BRANDON
Manager, Telecommunications en EE. UU.
Internet, 1,001-5,000 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

USERHUB Review - RentPath

5.0 hace 3 años

Puntos a favor:

I work with InContact very intimately from agent facing to back end routing. This software provides a very likable GUI, ease of use, and never fails to deliver quality and overall performance across the board. Being able to truly rely on a contact center solution to deliver as promised is non existent... unless you use InContact. Quality Plans within QM are a life saver! Having our QA team and Supervisors not have to go through calls manually will save us so much time, ultimately allowing us to spend time in other areas that are just as important. We love the Analytics of being able to see sentiment on calls! The accuracy is beyond impressive and is really going to set us ahead of the competition now that we are able to see specific keywords and/or phrases that our agents and our clients are saying. We'd love to be able to report on these key phrases and words to help us grow further! The biggest advantage we were able to gain as an organization was coming from Central with 18,000+ skills and reducing them within USERHUB to 14. This will help us immensely with WFM to be able to forecast accurately knowing that we aren't having to add new queues on a daily basis with the potential of huge error over time.

Contras:

As we have come from Central to USERHUB, there has been a lack in QM Reporting ( only 3 reports ) and we have been challenged with Quality Plans not being able to replace calls if they are not a fit for that form designated to that plan. There is an upcoming release that is slated for our cluster on Oct 10th that will give us that function which is great. There is also no Print function for completed QA's. If the Evaluator made a mistake and the agent acknowledges the QA, there is no way to delete a completed or acknowledged QA which creates headaches for our staff. It would make sense to be able to edit a completed QA outside of an agent challenging it. We have also noticed that same calls can be pulled across different Quality Plans - some may not see this as an issue but we like to QA unique phone calls vs ones that have been already scored by someone else. When doing evaluations through the quality plans, there is no call details to look up within a CRM as an example (disposition,callID,DNIS,ANI) Also in the Evaluation Report, if there is a Yes/No question that is score-able with N/A and N/A is selected on the QA form, the Maximum Score Possible column in that report does not remove the total points for that question, which provides inaccurate scores. Also, it seems that the QA Average that is shown in Performance Monitoring is taking an average of the QA's by the percentage when it should be total sum score column / total sum maximu etcm possible score column.

Respuesta de NICE inContact

hace 3 años

Thank you so much for the detailed feedback. We are happy to hear it is working for you and appreciate you bringing the challenges to our attention. We are always striving to make improvements and will pass along your comments to the appropriate teams.

Shelli
Contact Center Engineer en EE. UU.
Software informático, 1,001-5,000 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Review of NICE inContact May 2020

4.0 hace 3 años

Comentarios: Business problem is routing calls and cases to appropriately skilled reps. It works great! Love how we can integrate with Salesforce and Service Now

Puntos a favor:

Easy to get going in Studio and training for Agents to use MAX or the Salesforce AgentConsole. Basic scripting tasks are easy to do. Complex tasks have been achievable with the help of PSOD where most techs are amazingly helpful and brilliant! The help pages are ok, provide basic info.

Contras:

1. API Documentation is terrible. Hitting F1 on a Studio action for an API returns 'file not found' - there is no documentation on the API. Going into the developer console and looking at the APIs, also lacking info. Date fields provide the ISO regulation, examples would be extremely helpful. 2. In Central, most of the UI is too small to see the full names. Sometimes hovering over each name shows the name, but when looking at a list of 20 per page of POCs or skills the name field is too short to show the full name. There is plenty of white space where the names could be given more spaces. 3. Reporting a defect to tech support (opening a case) requires three or four meetings where I share my screen and reproduce the error again and again. It would be nice if they could use the original video and data to investigate. If they need additional config info, it would be good to ask for it. 4. Reporting call quality issues also requires much going back and forth, even when I've provided data from a quality testing vendor (Spearline). Would be ideal to be able to work with inContact to create a streamlined process where I report the issue, backed with data, and inContact uses the data as leverage with the carrier as proof of quality issues.

Respuesta de NICE inContact

hace 3 años

Shelli, thank you for your feedback. We want to help you with some of the issues you've outlined in your comments. Could you please reach out to us at corporatecommunications@niceincontact .com? Thank you.

Dolores
Director of IT en EE. UU.
Telecomunicaciones, 11-50 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Service/Product Review

4.0 hace 3 años

Comentarios: It has been a positive experience overall; however, if there is one area to improve upon, I'd say it's the Reporting tools. We used inTouch heavily up until it stopped working (End of Life)...and custom reports does not have anything to replace what we used within inTouch (close to real-time report data and snapshots in 30 min to hourly to daily increments).

Puntos a favor:

1. Up-time, 2. Usability and 3. Cost.

Contras:

Reporting! It feels like we took 2 steps backwards with the reporting suite that IC offers. We primarily used inTouch reporting/dashboards (instead of IC Central reporting) until it stopped working (end of life), and there isn't anything comparable within IC's reporting tools that comes close to replacing inTouch reports.

Respuesta de NICE inContact

hace 3 años

Dolores, we value your feedback about reporting. Thanks for the positive review and we'll be sure to share your comments with the appropriate teams.

Dawn
Contact Center Supervisor en EE. UU.
Servicios para el consumidor, 11-50 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Easy to use Platform

4.0 hace 3 años

Comentarios: It's good as far as a platform goes. There were some rough patches in the past, they appeared to have learned from that and made improvements. They could make some adjustments to how they treat their customers and the customer service they provide.

Puntos a favor:

Easy to use, great functionality, accessible with screen reading software which is a major plus for our staff. There's great customization of IVR and messaging. There are so many functions and options that we haven't tapped into yet or been able to use.

Contras:

There's little customization with the agent interface, agents do not have access to the dashboard. The customer service at NICE/InContact has taken a major dip in responsiveness and assistance to their customers since they've made some management changes. All the help you could get before is now referred to a professional team that comes with a cost. They definitely don't make you feel like a valued customer.

Respuesta de NICE inContact

hace 3 años

Thank you Dawn! We are always striving to learn and do better and will pass along your comments to the appropriate teams.

Mark
Sr. Analyst III en EE. UU.
Banca, 5,001-10,000 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Summary

4.0 hace 2 años

Comentarios: I use Active Contacts on the Pre-Built Reports and it is very sloppy not very accurate shows many call that are not there in reality and have to filter the usable information. the biggest thing I would love to see is a exemption to the timer on turning off. We sue the views in a Command Center on a view that when it times out is a pain to get back , have to log back in and go the to views and adjust them, I would love to be able to turn the timer off.

Puntos a favor:

Ease of use once you get used to it navigation is fairly easy.

Contras:

Has glitches and slow to respond at time's ,

Elias Alirio
Facilitator en El Salvador
Usuario de Linkedin verificado
Telecomunicaciones, 5,001-10,000 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

Cannot complain

5.0 hace 4 años

Puntos a favor:

I like NICE because it continuously improves. I use it to access calls in the contact center I work at and audit employees interactions. There have been times when upgrades happened and it made it slow down, but it was corrected over time. I like the calls are saved with good quality and that if need be their life can be extended if they are set to be uploaded for a specific period of time. The player is flexible and it will allow up to move in the interaction without having to start listening to the whole thing again. I like the speed of the call can be modified which can help auditing efficiency.

Contras:

Sometimes it is slow, and when it times out, you may need to reload it as inputting your credentials will not always get the job to access it again done. Also I have found it troublesome that when we upload forms, the font of the form cannot be zoomed, so if the letters are small, they can be hard to read.

Respuesta de NICE inContact

hace 4 años

Hi Elias. Thank you for the wonderful feedback! We're delighted to know that you're keeping up with our upgrades and latest features. We're always striving to get better at NICE inContact, so we'll share your comments with our team.

Kelsie
Assistant Account Manager & T2 Support en EE. UU.
Telecomunicaciones, 51-200 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Works well for growing businesses and WAH employees

4.0 hace 3 años

Puntos a favor:

The ability to work remotely from home, which allows greater flexibility for both the company and employees, as well as the ease of use of the system in learning to handle different contacts - emails/chats/phone calls. This is a simple and fairly straightforward system for a new user to learn, and allows users the ability to be more efficient in their work.

Contras:

The occasional system glitches which leaves users "stuck" in after call wrap or inability to change codes; when this happens, an Administrator has to force log the user out of the system to allow the system to refresh and the user to log back in to continue their work. While these glitches are much less frequent than they used to be, it still is an ongoing platform issue.

Respuesta de NICE inContact

hace 3 años

Thank you for the feedback. We are happy to hear that our software makes remote work straightforward and efficient. We are always striving to make improvements and our teams are working through software glitch issues.

Usuario verificado
Site Director en EE. UU.
Usuario de Linkedin verificado
Marketing y publicidad, 1,001-5,000 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Incontact is innovation

4.0 hace 4 años

Puntos a favor:

I believe we are the largest client incontact has. They have provided customization to our telephony business that has allowed for improved close rate, streamlined call routing, and data analytics to improve our business.

Contras:

I'd love to be able to house our communications with agents in the software.

Respuesta de NICE inContact

hace 4 años

Hello and thank you for taking time to post your review and for sharing the good results you are getting to support your business goals. We¿ll pass your suggestion along to our product development team. You may also want to check out a new feature in our Customer Community to submit product ideas that the entire community can vote on. We now have over 850 customers involved. If you haven't joined, you'll want to get started. You can register online with your NICE inContact Central credentials here: community.niceincontact.com. For additional assistance with the registration, please contact us at community@niceincontact.com. Again, thank you for taking the time to give us your feedback. We look forward to innovating together!

Justin
Director GMS Technology & Product Management en EE. UU.
Comercio minorista, 10,000+ empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Best in Breed

5.0 hace 6 años

Comentarios: I'm a contact center executive who specializes in technology solutions. I've researched, compared, selected, and implemented both cloud and on-premise solutions ranging from under 20 seats in a single location to over 1,000 multi-lingual seats located across multiple centers and in multiple countries.

Puntos a favor:

Rock solid infrastructure and up-time delivery. Robust feature set with endless customization options. Seamless scalability both up and down in the cloud. Speed of implementation. Community driven learning centers. Overall flexibility of the platform. Full redundancy to ensure no call drops even during outages and upgrades. No in-house experts or external consultants required for administration. Free updates and upgrades. APIs for everything!

Contras:

Upfront costs for implementation. Not the cheapest solution. No premise offering or solution. Options can be overwhelming.

LB
IVR Admin en EE. UU.
Salud, bienestar y deporte, 201-500 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

A Contact Center MUST!

5.0 hace 3 años

Comentarios: We wanted a better way to manage our agent/customer experience. NICE inContact CXone is a powerhouse!

Puntos a favor:

At the start of the COVID-19 pandemic, the inContact CxOne software allowed us to quickly maneuver our agents (who normally work onsite at one of our contact centers locations) to taking calls remotely from home. We experienced very little downtime which is important since we are an essential business. Although we are not a new customer, this very event proves we made the right choice years ago. Thank you, NICE inContact!

Contras:

For someone like me with very little experience, it took some time to understand the workings of the software. And especially with Studio scripting. I am in a better place now with having a dedicated TAM and Professional Services on Demand for assistance!

Respuesta de NICE inContact

hace 3 años

Thanks for your excellent review, LB!

Alex
Solar Sales Conceirge en EE. UU.
Usuario de Linkedin verificado
Energías renovables y medio ambiente, 1,001-5,000 empleados
Ha utilizado el software durante: 6-12 meses
Fuente de la reseña

The call center I work at uses inContact for our phone system.

4.0 hace 5 años

Comentarios: Overall it is a good product and simple to use. Easy to understand with little to no training as long as the person using it understands symbols on most basic office style phones.

Puntos a favor:

This software is easy to use and straightforward. The way our IT department has it set up is with a extension/addon/plugin that makes it available from within Salesforce. This is great because it means we do not have to switch to another tab or window in order to control the call (i.e hold, answer, hang up, and transfer.) which means less hassle and we are able to help customers much more efficiently.

Contras:

There is this strange issue were my inContact window would give alerts about being disconnected from the internet. I sent it to IT who were unable to resolve it and they received word back from inContact that it was not there issue either so it still happens to this day. This was not a huge issue until a recent update removed the OKAY button from these alerts so now I cannot dismiss them and have to wait for them to disappear on their own. This usually only takes under a minute. However while it is on the screen I am unable to do anything in my call which is frustrating.

Joe
Head of Patient Communications en EE. UU.
Práctica médica, 501-1,000 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

We made the right decision!

5.0 hace 3 años

Comentarios: With NICE inContact, we have been able to effectively support our growing patient population and provide out Support Center Representatives with the tools necessary for them to be successful.

Puntos a favor:

The CXone platform provides us with everything we need to manage our Patient Support Center

Contras:

If there was one improvement I would suggest, it would be with their Real Time Dashboards.

Respuesta de NICE inContact

hace 3 años

Thanks for a great review, Joe!

Sean
Sr Customer Service Manager en EE. UU.
Hospital y atención sanitaria, 5,001-10,000 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Thoughts of a Collector

5.0 hace 6 años

Comentarios: Our company starting using InContact three years ago to begin managing the expectations and KPI's that we set for our contact center agents. I was brought in just for this purpose as a way to manage this platform and ensure we are getting the productivity that was promised. Not only has InContact performed as promise but I was also able to utilize the system to do other things such as creating new scripts to assist in collecting receivables timely. We were able to quantify the rapid increase in right party connects which help decreased the DSO significantly. We reduced headcount because the platform helped dictate the agent's day using the various campaigns. In the beginning our agents completed 25-40 calls daily, when we implemented InContact that increased to 140-200 calls daily. I would definitely recommend this to other companies!!

Puntos a favor:

Ease of use, ability to adjust to our growing enterprise

Contras:

Communication when there are known issues