This is a NICE program.

We use NICE CXone for our call center inbound and outbound needs. This includes phone calls as well as emails for the majority of our call center. My specific department began using it for both; however, the software could not work how we needed it to for our department when it came to emails, so we just utilize it for phones. We also use the reporting features and most of the other features.

We have customized reports to pull the stats on particular agents and particular calls that we need. It is also easy to manipulate those reports if we need to track some other piece of business. We don't have to go into several different systems to complete whatever documentation we need.