Item: NICE CXone
Rating: 8
Author: Tim Jones

Use Cases and Deployment Scope

NICE CXone is used company wide and within all departments that handle incoming and outgoing calls phone calls to service card holders. It addresses all incoming phone calls with phone numbers, hold times, and which category and department the calls are coming in for. It also is used for transfers to different departments and supervisors when needed. It addresses all areas and departments throughout the company.

Pros and Cons

Notification of incoming calls
Easy navigation for different options
Easy transfer process

Wish it did give a little more info on caller
Maybe a little more fluid on transfer process
Little more clarity on agent reports

Return on Investment

Easy call answering
Simple transfer process
Simple out bound process

Customization

I do not create reports or customize so would not be able to properly answer this question. I strictly use the program to answer incoming calls from card holders and transfer to proper areas when needed.

Usability

I feel that it is very user friendly and informative. I have used in prior positions and companies and feel it is fluid in all areas from incoming calls to transfers. It clearly shows how many calls are in queue along with wait times and which the departments the calls are being directed to.

Reporting Capabilities

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

Likelihood to Recommend

Would like a little more information on incoming callers like names if possible and at least the account number or last four of the card numbers to help assist in a quicker search. The transfer process is good but when we have an interpreter would be nice if we were able to transfer the caller with the interpreter still on the line. Agent report would be good if they had just a little more clarity on the numbers given.

I love it. its so much better than working off hardphone

Overall Satisfaction with NICE CXone (formerly NICE inContact)