Item: NICE CXone
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

At our company, we use the NICE CXone everyday to handle our daily phone calls. Whether they are incoming or outbound calls. It also helps us be able to track time between calls and also for break times. Throughout the company, we are able to keep track of other employees times on the phones as well.

Pros and Cons

Keeping track of times.
Showing contact list of who easily you may need to call as they are already saved in the system.
Able to schedule reminders that are very helpful in phone log.

I can't really say, it beats every phone system I had.

Return on Investment

Increased efficiency with being able to get calls though on time.
Reduced time of transferring.

Customization

We have personalized scripts that agents are able to change or modify to fit their needs. It is very easy to maneuver and user friendly for some staff that is not fully attached on to new applications on the computer system. Each reports shows each employee stats and that is very easy to categorize as well.

Usability

It is an exceptional software to use when you have many employees in a company. Very easy to use and anyone can pick up quick on it.

Reporting Capabilities

Each user can add their own schedule, task or reminders on what to do. Also easy to track phone calls or task they had throughout the day.

Products Replaced

Yes - Incontact.

Likelihood to Recommend

Very helpful in company since it tracks calls and times. It is definitely great to use when you have 100+ employees in different parts of the states, and helps keep everything in line for it. It is also helpful in letting you set your own schedule or reminders in the phone so you will automatically know.

Excellent System

Overall Satisfaction with NICE CXone (formerly NICE inContact)