Item: NICE CXone
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

We use it in several Depts, mine is between 40-50 people. We use it for Chat, text, calls and emails from customers. it helps us get the requests to the available reps to help customers the quickest.

Pros and Cons

Manage inbound requests.
Records interactions for auditing purposes.
Reporting metrics for coaching and planning.

Text channel can be improved.

Return on Investment

Increased efficiency
Helped use handle all our queues

Customization

We have created customized reports for data collection. This makes data collection for coaching so easy.

Usability

Overall, very easy to use.

Reporting Capabilities

The customizable dashboard and reports are essential for monitoring and managing a team. NICE CXone provides this ability.

Products Replaced

Not Sure

Likelihood to Recommend

It is really good for calls and emails and seems to be handling chat and text well. [We are] still getting used to chat and text as we have not been using those as long.

NICE CXone, great for call management

Overall Satisfaction with NICE CXone (formerly NICE inContact)