Item: NICE CXone
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

NICE CXone is currently being used with my department. We take inbound calls to assist those who work within our company. We have many people from across the country reach out to our call center where we take the time to assist our reps with their current issues out in the field. It is nice to have a system run smoothly that allows us to help our people in a timely manner.

Pros and Cons

Smooth running.
Captures data needed for reporting.
Helps figure out areas of improvement regarding timing.

Not staying logged into MAX if the browser closes.
Finding a way to pin the NICE CXone number.
Finding another platform to move away from Skype.

Return on Investment

Accurate reporting.
Smooth flow of inbound/outbound.
Increased efficiency.

Customization

We have our own dashboard created to meet our needs. We also have our own reporting that assists us with our scorecard to provide more accurate feedback to our agents.

Usability

It is pretty user-friendly.

Reporting Capabilities

It gives us the accurate data we need to provide feedback to our team.

Products Replaced

Likelihood to Recommend

It is good for the smooth flow of being able to take inbound calls and make outbound calls. The reporting is very accurate and allows us to capture the data needed. The data helps us create an effective scoring system for our team.

inContact is the way to go!

Overall Satisfaction with NICE CXone (formerly NICE inContact)