#1 most frequent
United States of America
63.0%75 installations of 119
What is NICE Engage Platform?
The NICE Engage Platform is a call recording and compliance platform, providing holistic real-time monitoring, and long time storage for recorded conversations.
Categories & Use Cases
Who Buys & Uses NICE Engage Platform
#2 most frequent
France
9.2%11 installations of 119
#3 most frequent
Canada
7.6%9 installations of 119
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.
Return on Investment
- Documentation of our communication was much improved compared to our previous service
- The ability to distinguish interactions between departments had a large impact on response times for customers.
- We have 15,000 customers and were able to handle roughly 3,000 interactions per week with them as well as future customers.
Usability
Alternatives Considered
SimpleTexting
Other Software Used
Salesforce Lightning Platform, Slack