Enables us to have full visualization on all metrics and to manage and staff our center as necessary
What is our primary use case?
Our primary use case is for ACD/IVR - we have five brands that we manage customer support for and the ACD allows us to separate out contacts for all of the different brands to provide a better customer experience for that brand but also allows us to have all of the reporting and metrics in one place. QM - prior to implementing this system, we had no way of doing quality management since we had no call recordings and no good way to generate/track QM. WFM has also helped immensely. Previously, our team was taking scheduled breaks all at the same time with the rest of the organization, however… more »
Pros and Cons
I have found the ease of use of the ACD to be most valuable along with the inView dashboard.
I would like to see inView be a built-in feature of CXone rather than a separate platform, but everything else is terrific.
What other advice do I have?
We have absolutely loved this platform. The implementation team was awesome and the ongoing service and support is phenomenal. I can look in the knowledge base for answers to my questions, jump on a quick chat or reach out to the technical account managers, but I always get quick responses to any question that I have. They also communicate all updates or service disruptions in a quick and informative manner, I never feel like I am in the dark about what is going on with the system.