Item: NICE CXone
Rating: 8
Author: shellie donato

Use Cases and Deployment Scope

We use NICE CXone (formerly NICE inContact) to take all calls from travelers and coworkers. This creates a one-stop location for all employees to answer, see and know exactly what is coming and going for calls. We are able to see at a quick easy glance what calls are holding, coming in, and going out. This [addresses] the issues of who is there and what staff are currently working on.

Pros and Cons

Organize all calls
Clear call reports
Easy access to call activities

Who logged in first
Reports for call monitoring be able to read
See what report is most used

Return on Investment

Reduce cost
Helpful for all calls
Easy access for all agents

Customization

Custom call reports are very important for travel. This product allows us to see what [happens] at all time[s]. It allows me to monitor what calls are coming in and going out. Custom reports are extremely helpful to travel agencies. The impact to the business is very important to have the information in one central spot.

Usability

NICE CXone (formerly NICE inContact) is clear to understand and see what is happening in one general spot. It would benefit if there was a reporting option with the callers being transcribed instead of just hearing. But overall this is very helpful in day-to-day use. It is very user-friendly.

Reporting Capabilities

The reporting ability is [simple]. We use many of the reports daily. It allows us to see what is happening and what happened in the past. We do use some of the same reports daily. There are some reports that did not get used very often but are still there if we need to access them.

Products Replaced

Other Software Used

Sabre GetThere, Apollo, Amadeus Central Reservation System

Likelihood to Recommend

NICE CXone (formerly NICE inContact) is very well suited for the travel industry. I can see what accounts are calling in and how often. It has one [main] screen with charts that show what is happening now and what had happened. So of the charts seem to be very similar and can be narrowed or combined.

Easy all in one call center access

Overall Satisfaction with NICE CXone (formerly NICE inContact)