Item: NICE CXone
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

My organization is a dental implant company. We have a call center to set up [a] patient's first visit to the center. We use NICE CXone to help divide up daily calling tasks at any given point of the day. It allows us to make sure that we are able to quickly answer inbound callers, and do outbound/other work or training on the side. It increases productivity among our team and makes for a better patient experience. I am unsure if NICE CXone is used outside of our cooperate office.

Pros and Cons

It is easy to read and user friendly.
It updates within a few seconds so you can see up to date information.
You can easily switch between dashboard views for different jobs or tasks.
You can organize the data it gives you.

The data updates pretty quickly but is not instant. That could be faster.
They could allow the end-user to change the color of the webpage to reduce eye strain or just for fun.
Add more detailed filtering options.

Return on Investment

It has overall allowed us to handle call volume more effectively.
It has allowed us to make outbound calls at appropriate times.
It allows us to make sure there are enough kinds of each type of team member available.
It helps us know when it is okay to take a break according to call volume.

Customization

I have not personally customized it but my supervisor has. They have made various changes to it over the three years I have worked at my company and our call handling percentage went from 70 percent of calls handled at an appropriate time to 96 to 98 percent. I'm sure this has made our company a significant amount of money to optimize working times and improve customer experience.

Usability

It does what it needs to do. I only wish that we had more specific organizing options and that I could choose the color of the page to reduce strain on my eyes or just for fun. Overall this product is really useful and I have never had any major issues or concerns with it.

Reporting Capabilities

The reporting capabilities are pretty stellar. All agents are able to see the real-time percentage [of] how many calls are being handled in an appropriate manner. We are able to see what other agents are doing to decide what route of action is best to take at any particular point in time.

Products Replaced

Not Sure

Key Insights

Do you think NICE CXone delivers good value for the price?

Yes

Are you happy with NICE CXone's feature set?

Yes

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?

I wasn't involved with the implementation phase

Would you buy NICE CXone again?

Yes

Other Software Used

Informatica Cloud MDM - Customer 360 for Salesforce, Slack

Likelihood to Recommend

I use NICE CXone at a call center for Dental Implants. This is well suited for my company to make sure that the call [queue] is taken care of. We can divide up work without the help of a manager. I think that this software would be great for any call center looking to give agents an easy way to know what they should be doing, and give the customer a more positive experience with less wait time. I do not know which scenario where this software would be less appropriate, seems great for any call center unless you have a tiny volume of calls.

Excellent Tool for Busy Call Centers

Overall Satisfaction with NICE CXone (formerly NICE inContact)