Item: NICE CXone
Rating: 10
Author: Kalika Holden

Use Cases and Deployment Scope

NICE CXone is used by CIOX HEALTH outreach employees everyday to make calls to provider offices to retrieve medical data that is missing for different health insurances. It has features that allow us to reschedule any calls we have that day for a later time whether by minutes or hours. It also has a feature that allows us to do Off research calls and allows us to notate in all the correct areas and charts.

Pros and Cons

Connects us to providers.
Allows us to save notes per call.
Rescheduling feature.

Accurately showing how many calls are made for the day.

Return on Investment

Allows for multiple calls to be made our job is more efficiently done.

Customization

I do not customize nice in contact as I am just an employee.

Usability

It allows my job as a QA to be done in a quick manner with all the tools I need to save my notes and change provider information.

Reporting Capabilities

My supervisors use this tool and never have any complaints.

Products Replaced

Not Sure

Key Insights

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

Not sure

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

NICE CXone is well suited for any company that needs to make calls to providers as well as have those calls notated or recorded. It has multiple features that allow for Outreach employees to do their job efficiently. NICE CXone would not be recommended for companies who do not have call agents or who would not like for calls to be recorded.

Something NICE !

Overall Satisfaction with NICE CXone (formerly NICE inContact)