Overall Satisfaction with NICE CXone (formerly NICE inContact)
NICE CXone is used across the whole organization as a platform to receive calls from the community/consumers, to communicate between employees, and to communicate with management. The program has replaced the use of phones in our call center. This program has solved the issue of working remotely. Because it is compatible with all PCs, and it does not require software upgrades that need to be approved by IT, it makes it easy to launch our phones from anywhere. It is also easy to add users, change skills, and track calls - all of which are important for my work as a team lead.
- I truly appreciate that Nice CXone can launch off a browser, rather than downloading an app and needing constant updates. Makes it easy to use. It's also expanded our ability to do remote work. My family doesn't have to plan vacations around me because I can still travel and enjoy the day, then return to work in the evening. This is possible because the program works on my laptop and Windows tablet.
- I think that being able to change between availability codes is very useful to supervisors. We train folks to use their availability codes to signal out to their co-workers and supervisors when they're on break, in a meeting, debriefing a difficult call, etc. It helps us track an employee's activities without using invasive technology that tracks keystrokes or screen activity.
- When Nice inContact added the call playback feature it really changed our workflow! Not needing to download made it quicker for us to listen to calls. It also made it more secure to listen to the calls because sometimes folks are using private computers for work purposes. Having a playback without the need of downloading calls helps protect the privacy of our callers.
- I wish the playback feature for listening to past calls could be expanded to three weeks instead of just two weeks.
- Sometime when the MAX window is minimized, or it's behind another web browser window, the phone doesn't ring. We've had several agents report that the call pop-up didn't appear, and their availability code automatically went to "Refused." It took a while for me to notice this pattern. Because we're all remote and don't see folks at their computers, sometimes we'd see folks on "Refuse" for over thirty minutes because they didn't know that MAX refused calls when it's tucked behind another window. This can have serious consequences on employee's performance reviews as it appears they are not at their computer.
- There are days when I launch Supervisor, click on the green button to listen to calls, and when I select an employee to listen to, I can't connect to the call. The Supervisor function sometimes asks me to connect to a phone, but asks for a code; however, it doesn't always do that.
- When Max freezes and won't run, it's hard to submit a feedback form. I wish there was a way to submit the feedback form about tech issues from the call history report since we know exactly which call had a tech issue.
- Tracking wait times by skill/phone line helps us see whether we need to move some of our agents into different types of calls. It also helps us plan for hiring/contracting more folks to address urgent needs. This improves the caller's experience because they wait less time on the phones when we are ready to take an increased call volume.
- Back to tracking wait-times: we were able to prioritize hiring bilingual employees based on the volume of second language callers we were receiving on the language-specific lines. We were able to justify the need for additional resources and hiring priorities based on tracking caller's wait times. This improves our goal of providing equitable service to all callers.
I don't get a chance to customize the software because that function is above my position, as a team lead I can ask the managers to look into customization of certain functions. I've seen some of our requests get processed.
I think it is extremely useful, with the exception of glitches that happen when MAX won't allow a call to ring if the window is minimized or behind another window.
I don't create customized reports - only use the reports that are pre-made - so I don't really have feedback.
Do you think NICE CXone delivers good value for the price?
Are you happy with NICE CXone's feature set?
Did NICE CXone live up to sales and marketing promises?
I wasn't involved with the selection/purchase process
Did implementation of NICE CXone go as expected?
Would you buy NICE CXone again?
With the exception of the tech issues we occasionally face, I like NICE CXone because it is easy to use across different computers. I believe it is well suited for remote and in-person work. It cuts the cost of having to purchase phones and buy special headsets that work with a phone. It's also well-suited for offices and call centers that manage multiple phone lines because the incoming call pop-up window lets us know which line is ringing. I can't think of a scenario where it's less appropriate.