Item: NICE CXone
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

We use it as our main contact hub i.e. where we take the calls and monitor how many calls are incoming. This is for all departments too, even internal transfers. We also use NICE CXone for our scheduling and our breaks etc. for all employees. These systems help us track our performance and targets as well as manage a team orderly.

Pros and Cons

Monitors contact and targets
Allows easy communication between teams
Easy to manage workload and prioritize roles

Perhaps more graphs and visual representation of live stats
Overview of the days roles and activities

Return on Investment

Increased efficiency with our workload
Better use of employees skills
Easier customer experience

Customization

We haven't utilised this tool in my employers business as far as I am aware - our call script is very loose and more quality based. They may be aware of this function but I am not too sure about this. We can view live statistics which is really useful for management and scheduling to adapt.

Usability

It is easy to take calls. Outbound is a bit trickier with the caller ID being in the history log rather than on screen/auto linked as the inbound caller ID is recorded. Overall I find it to be a very smooth system that works well to take calls and monitor the team and see who is available/working with you. It's been wonderful whilst working from home.

Reporting Capabilities

We are able to see different dashboards which is really helpful for different teams. We can see how many calls are waiting, if we've hit our service level agreement, what agents are doing and how many people are working similar roles to you. However, we can't see many targets or visuals that may aid our efficiency.

Products Replaced

Not Sure

Likelihood to Recommend

Well suited when we are tracking a call queue as we can see a wait time and how many calls are in the queue. This is great as we can also see employees statuses and change their roles to fit with the customer demand so we are best catering to whatever is immediately necessary.

NICE is more than nice!

Overall Satisfaction with NICE CXone (formerly NICE inContact)