Item: NICE CXone
Rating: 10
Author: Gordon Ng

Use Cases and Deployment Scope

We are using NICE CXone for communication purposes. Our organization is a call center and NICE provided a platform for us to communicate within our company and to the public. It is being used by our department. To me personally it helped solve my problem of keeping track of employees log in/out time report as well as providing a check status to see if the employees are currently available to take public calls.

Pros and Cons

All of the users (employees who are currently logged in) are listed on the browser - easy to locate them.
Time report available for admin to keep track of log in/out time.
Multiple status options for employees to choose from.

My main issue with NICE CXone is that when we connect our cellphone with NICE, I need to click on accept calls from NICE Browser as well as click on accept calls on my cell. It would be better if I only need to click once.
Regarding the time report, while it has a nice layout to be able to choose date range and staffs search, it would be better if it is easier to use. For example, I first need to click DATE RANGE, then click Show options, then click add, then find the staffs name, then click done, then click run report. There are too many clicking to find one staff report. I am sure there is a better way to solve this.
When staffs log out, they first need to log out from Max agent browser. Then they also need to log out from NICE CXone. Many of them forgot to log out from both of them and they remain log in even when the browsers are closed. Would it be possible to make it more user friendly that when they close the browsers, they can automatically log out? Or they just need to log out from one of the two browsers.

Return on Investment

It impacts our company daily as we utilize NICE CXone services every day, 24/7.
It is relatively easy to use and doesn't cause problem: The NOC shift doesn't get to have IT support. The fact that we don't hear any issue from them shows that NICE CXone is a stable platform that doesn't have much problem and easy to use.
The report impacted my work because I don't need to contact specific supervisors for staffs' attendance.

Customization

I wish I have the ability to customize the time report that I used most often but I wasn't giving the option. Maybe our IT team customized it for us. It is nice to hear that we can customize the platform.

Usability

Once again NICE CXone is a very good platform, with advantages listed previously. There is however room for improvement as previously stated.

Reporting Capabilities

The reporting capabilities are great. I give a 9 because there is room for improvement in terms of user-friendliness. However, the result it provide is excellent.

Products Replaced

Not Sure

Other Software Used

Microsoft Teams, Microsoft 365 (formerly Office 365), Microsoft Access

Likelihood to Recommend

The NICE CXone platform is perfect for call centers as it makes it easy for phone agent to receive calls. It also makes it easy for them for transfer calls and find appropriate resources for patients. For example, a public call for ambulance or patient transfer to hospitals. Phone agents can locate the correct phone number by choosing from the list in the address book. Another example, a public call which requires translation. Phone agents can transfer calls with one click to the translator or have a three way communication.

Excellent Communication tool with so much more

Overall Satisfaction with NICE CXone (formerly NICE inContact)