Item: NICE CXone
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

NICE CXone (formerly NICE inContact) is being used as a connection between IT and the users. We use the system to log in and take calls to assist with [a] customer account, tech, and other issues. NICE CXone (formerly NICE inContact) addresses the issues of user disconnects, agent performance, and call abandonment. The system allows us to see all agents, calls holding, groups [you] are in to take calls, and how many calls you've taken. It also allows us to see information on the calls after they are taken.

Pros and Cons

Agent performance charts
Calls Holding
Groups for calls

Connection issues with cell phones
Properly adding communication devices to receive calls
Errors in connections with users

Return on Investment

Effective performance tracking
Better quality call tracking
Better options for use of in system tools

Customization

n/a

Usability

The platform itself is easy to use and understand. However, if there are issues [there's] a help section that not only provides answers but a connection to an actual person to assist with [whatever] issues may arise.

Reporting Capabilities

n/a

Products Replaced

Yes - We replaced Pulse with NICE CXone (formerly NICE inContact). Pulse [didn't] give the functionality that nice does and its connections to users [were] not as good either.

Likelihood to Recommend

NICE CXone (formerly NICE inContact) Is well suited for call center atmospheres'. The system allows businesses to effectively and successfully handle a large number of calls. [It's] built for large companies.

I haven't found a scenario where NICE CXone (formerly NICE inContact) can't be useful to a business. However, there is a small issue with connection to users and agents that may present an issue with stats for [the] call centers.

NICE is nice

Overall Satisfaction with NICE CXone (formerly NICE inContact)