Solid First Step Service with Limited AI Capability
Use Cases and Deployment Scope
We use it for all our texting and calling needs with our customers. This includes both in bound and outbound communications. It is integrated into our CRM for data tracking and documentation. We also use the review tools to coach and evaluate our agents communication with customers.
Pros
- Great call recall and review tools.
- The dashboards are simple to set up and monitor
- Data is readily available for all interactions
Cons
- Ever since we have had NICE Engage Platform we have had issues with the program auto refusing calls and texts for our agents which luckily just routes to the next agent but this is hurting their call metrics.
- The cost is more expensive that some comparable options
- Texting functionality is somewhat limited and seeing the text history is also lacking.
Likelihood to Recommend
If you need a customer communication tool that has almost all the functionality out of the box this program is for you. However now that other services have more AI capability we are changing to a new service that will reduce the workload on our agents and allow us to automate many customer interactions. The pricing of another service is also more varied based on usage and our current inflow is lower than before so our cost should drop with that decreased communication.
