Item: NICE CXone
Rating: 9
Author: MAISA AGUIDA

Use Cases and Deployment Scope

It is being used by the entire organization, from technicians to management. We contact customers and partners when we identify fraud or attempts, and we also receive calls from customers and the call center when the customer himself identifies unusual behavior in checking account or credit card transactions that are being improperly approved.

Pros and Cons

Good sounding calls
It doesn't [fail] often
Easy understanding

Mute button too close to end button
Two clicks when finished
Delay to initiate call

Return on Investment

Shortest dial attempt
Considerable return
Increased wait to complete call

Customization

As I am only part of customer service, I do not work in this specific sector to customize the tool. I can only give my opinion regarding the operation of the tool, which has improved, for example, the issue of completing calls. In the old tool, when dialing the numbers, was trying to look for the signal for a long time, and ended even before giving the first ring.

Usability

Because the use is continuous and daily. When the tool matches the analyst's needs, the chance of having a negative return from any service is almost zero. It has happened many times that the service was not good, due to lack of technical communication, calls that failed too much, where the client did not understand the analyst and the analyst did not understand the client. The contact unfortunately had to be closed, and the customer's card blocked.

Reporting Capabilities

Well, as I'm not part of the department that makes this type of change, I can't explain exactly where it would impact, but giving my opinion as a technician, the idea of having a real-time dashboard is just perfect to monitor our productivity and supervisors monitor for example the queue of customers.

Products Replaced

Yes - The Verisys Toolbar system was replaced, I believe because the system falls too low, often leaving the entire company unable to communicate. [This] result[ed] in financial losses, since each card has a time limit to be treated, and a company can spend more than five hours without a system.

Key Insights

Do you think NICE CXone delivers good value for the price?

Not sure

Are you happy with NICE CXone's feature set?

Yes

Did NICE CXone live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of NICE CXone go as expected?

I wasn't involved with the implementation phase

Would you buy NICE CXone again?

Yes

Other Software Used

Bond Teamspirit, Outlook4Gmail

Likelihood to Recommend

Any department can adapt to the tool. Because it's easy to understand and dynamic. However, in a situation where the sector that receives calls from the customer or call center, it sometimes happens that we are talking to a customer, and the call is simply dropped by another call that is in the queue being awaited.

NICE of all

Overall Satisfaction with NICE CXone (formerly NICE inContact)