NICE In-Contact User

What are the best aspects of this product?

This product was choosen due to it's scalbility. Once purchased we found a stable platform, our service deliver SLAs were restored, real-time visability (which we did not have prior), and an excellent call back feature. The WFM tool is simple yet the results are spot on.

What aspects are problematic or could work better?

We sometimes struggle on troubleshooting any problems that we come across. It can be frustrating to open up a ticket and have to wait on a reply. We are quickly learning internal versus external issues. The product is very stable so this does not occur often.

What features/services would you like to see in future versions of this product?

I would like to begin using OMNI Channels not just for chat and email but hooked up to linked in for hiring purposes.

What specific problems in your company were solved by this product?

We were able to raise our SLA' which in turn saved us monthly penalty costs as well as provide coaching for our agents but utilizing the screen scrape and scorecards. By using the forecasting and planning tools we were able to staff accordingly!

Are you a current user of this product?

Yes