Item: NICE CXone
Rating: 10
Author: Nicolette Vickers

Use Cases and Deployment Scope

We are using NICE CXone to reach those who have been in contact with a positive case of COVID-19. This is being used throughout our Contact Tracing department, which is about 100 or so agents, to collect important PI so that we can assess who tested positive, who they were in contact with, and how we can provide them with the assistance they need. This helps us tremendously in lowering our COVID-19 numbers through isolation and quarantine so that we can help build a better tomorrow.

Pros and Cons

Sound Quality
Schedule Reminders
Call Log Reminders

Logging off user after 30 minutes in unavailable
Dual Calling sometimes does not have good sound quality

Return on Investment

Helps us communicate as a team
Allows us to reach a multitude of patients
Keeps track of our time for Quality Assurance

Customization

I have not personally customized anything, this has been up to our supervisors. They have made it very easy to navigate to specific agents or skills.

Usability

It is incredibly easy to use, I was able to navigate through the system effectively on my first day. Its very user friendly in allowing easy contact of different agents, giving us a specific call log, and helping us keep track of our daily schedules.

Reporting Capabilities

I do not do much with customized reports or dashboards, this is up to our supervisors. But this effectively helps them keep track of our time and calls.

Products Replaced

Other Software Used

Cisco Webex Meetings, Slack, DPS Outlook Office

Likelihood to Recommend

This system works perfectly for our company. It gives us access to call our patients, companies, schools, etc. It helps us communicate with each other to solve problems as a team. For a large remote company it helps us work together to control the spread. This probably would not work as well in a smaller more localized company, that would be more suited for personal cell phones or work phones.

Excellent Program!

Overall Satisfaction with NICE CXone (formerly NICE inContact)