Item: NICE CXone
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

The system is used to contact customer's who are in arrears on their loan repayments. These customers are contacted through the dialler system if the customer has not responded to SMS messages or letters. It is currently being used by the Arrears Department within my organization. Utilizing the dialler system enables contact to [be] made efficiently and effectively to our customers and saves time by manually dialing each customer account.

Pros and Cons

Easy layout/ interface.
Dialler is on a small pop up screen.
Function are easy to use.

If a customer has a long name or a middle name is displayed, the surname is not always visible.
I have come across a few accounts where the customer account number was not displayed.
When you click to go unavailable, it does not allow to disposition the call.

Return on Investment

Contacting more customers.
Engagement rate has increased.
Payments are made on time.

Customization

I am able to view current calls handled along with the statistics in relation to the disposition of contacts throughout the day. This enables the senior management team to ensure effective resources are used on the dialler software. This has resulted in an increased rate of contact with our customers and clients.

Usability

10

The software is the best I have ever used in my fifteen-year career history. I have used several dialing software but NICE CXone is amazing in how it effortlessly contacts our customer's in a very efficient and effective manner. The controls and interface are very easy and clear to use.

Reporting Capabilities

9

I am able to view current calls handled along with the statistics in relation to the disposition of contacts throughout the day. This enables the senior management team to ensure effective resources are used on the dialler software. This has resulted in an increased rate of contact with our customers and clients, therefore reducing the overall arrears.

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?

Yes

Did implementation of NICE CXone go as expected?

Yes

Would you buy NICE CXone again?

Yes

Other Software Used

Avaya Cloud Office, Microsoft Teams, Outlook4Gmail

Likelihood to Recommend

I have worked in several organizations over the past fifteen years and therefore each company has its own dialler system in place to contact their clients. I must say the NICE CXone is one of the best dialler systems I have used, the ease of use and functionality is second to none.

Excellent in connecting with your customers

Overall Satisfaction with NICE CXone (formerly NICE inContact)