NICE CXone for Work From Home setup
November 04, 2021

NICE CXone for Work From Home setup

Loreto Destura | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE CXone (formerly NICE inContact)

We use this for everyday comms with inbound and outbound calls, in tandem with Webex and Zoom. We also use this to monitor the number of calls coming in and the skill set for who will assist each call. Using the reports generated, we can safely watch the trend where the spike in the number of calls at any given week or month.
  • Number of abandoned calls.
  • Concurrent calls.
  • Voicemail forwarding.
  • Call recordings.
  • Integration to CRM.
  • Display of details after customer provided details during IVR.
  • Backup plan when InContact is unavailable.
  • No miss calls, we can always callback if customer had hang up.
  • Recordings are associated to each customer details.
  • Analytics are readily available.
  • Historical and interactive analytics is nice to have.
We customize NICE CXone with the notes integrated to document what transpired during the call. We collate this data and compare these against the accounts and caller, to validate if action was appropriate during the call. We also adjust the needed time spent to document each call and do historical if needs adjustments depending on the skills of each agent.
In work from home setup, this is very suitable with the lack of a physical phone. Albeit it relies on internet connectivity, but it does what is expected even in office setup. Less bandwidth, especially when we have multiple apps open to support each calls. It just needs more option tailored to our business need to make sure calls are routed properly to each correct department.
We run reports before the end of the business day, to plan the next day, with scheduling and capacity. We heavily rely on this as we have an agile plan to further improve our everyday processes. It would also be nice to have an individual dashboard for each agent so they can manage their own handle time.

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

It is very useable for the BPO setting where we conduct inbound and outbound calls. After each call is completed, we can audit each call and suggest improvements in our current process. It is not yet integrated into our existing CRM so we have to open CRM tandem with InContact which is cumbersome.

NICE CXone Feature Ratings

Agent dashboard
5
Validate callers
7
Outbound response
5
Call forwarding
5
Click-to-call (CTC)
2
Warm transfer
7
Predictive dialing
2
Interactive voice response
4
REST APIs
1
Call scripts
2
Call tracking
5
Multichannel integration
5
CRM software integration
1
Inbound call routing
7
Omnichannel inbound routing
7
Recording
9
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
7
Customer surveys
4
Customer interaction analytics
4