Item: NICE CXone
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

NICE is the system we use to log into our soft phones. It is being used by our Retention, Education, and Contact Center departments. It tracks analytical data which in terms measures our success.

Pros and Cons

Allows users to use digital phones.
It store[s] data to show work utilization reports.
It manages incoming and out[going] calls.

Volume control setting is defaulted when NICE is in use.
Sometimes certain areas are grayed out.
System lags sometimes, not often.

Return on Investment

Reduced cost
Increased efficiency
User friendly

Customization

I have seen customized scripts used with NICE. It has protected us in case we forget to mention things on a call that could be a violation if not said at the beginning of the call.