Item: NICE CXone
Rating: 10
Author: Alex Hubbard

Use Cases and Deployment Scope

The company I work for uses NICE CXone (formerly NICE inContact) to receive calls from the general public. We can not just receive calls, we can transfer calls, do a different college to make sure our customers get the right satisfaction and leave the call happy.

Pros and Cons

Able to receive calls
Able to transfer calls
Able to put customers on hold

If the customer is on hold for a little while, the time [should] be extended so the call doesn't cancel due to inactivity, so this doesn't drop the call.
Add more colors for people with visual impairments(Background)
A keypad system to not just do inbound, but outbound

Return on Investment

When I put my customer on hold to gather some more information I needed some extra time to do so, the call dropped just as I was about to take them off hold, the result of this was that the call dropped, and [the] customer was left unsatisfied
The good thing with NICE CXone (formerly NICE inContact) is that if the call isn't answered in time, the customer doesn't get cut off they get put in a cue to be answered.
With the amount of traffic that gets to our number, we have a wide range of calls per hour, with this software you get to see how many people are in the [queue] on all of the lines, and how many staff are online.

Customization

With my visual imperilment, I have to change the background of the software to adapt with my eyes, I believe this is such a good effective way of helping people like me, I wouldn't be able to read numbers from the software if this was not the case.

Usability

The greatest [thing] about the software, it couldn't get much easier to use. You are shown how to use the software before you open it. If inactive, you get the option to answer or decline calls, and if neither [happen] the call [will] automatically be transferred to another agent.

Reporting Capabilities

Whenever a call is [allocated] to an agent, it is automatically reported to the administrator. This allows them to know how many calls are being received per minute/hour and day, this can be exported to a real-time graph.

Products Replaced

Key Insights

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

Yes

Are you happy with NICE CXone's feature set?

Yes

Did NICE CXone live up to sales and marketing promises?

Yes

Did implementation of NICE CXone go as expected?

Yes

Would you buy NICE CXone again?

Yes

Likelihood to Recommend

NICE CXone (formerly NICE inContact) allows the call handler some time before a call from the customer is accepted, you are warned with a ringtone and the name of the calling line so you know where the call has been directed from. This is good that this is available, so your customer can then be greeted straight after being on hold.

Why NICE lives up to my expectations!

Overall Satisfaction with NICE CXone (formerly NICE inContact)