Item: NICE CXone
Rating: 10
Author: Torie Walker

Use Cases and Deployment Scope

Here at Wyndham Capital Mortgage, we use the NICE inContact to connect with potential clients, realtors, and customers in general. We use the technology solely in the mortgage loan origination department, but it is a huge help to everyone, not just the LOs. The system addresses the business problem of having to manually dial out to each client. With the NICE CXone, our dialer rings out automatically.

Pros and Cons

Connecting me with new potential clients.
No slugging, no downtime, automatically connects.
Never drops my calls accidentally.

Calling the same client multiple times.
Not automatically hanging up on a dead number.
Sometimes the information doesn't pop up quickly.

Return on Investment

It has positively impacted me by increasing my ROI tremendously.
Overall, my number of clients has increased thanks to MAX.
My coworkers have fewer arguments about outbounds and call transfers thanks to this system.

Customization

I have a personalized transcript that I use when conducting business via NICE CXone, and my coworkers have actually taken that script and made it their own. For me, this has greatly strengthened my business and list of clients. I am able to read my pre-written script and do away with the worries of not being prepared for a phone call, or not knowing what to say.

Usability

I rate it a 10 out of 10 because NICE CXone does the job that it's meant to do. Its simple efficient and straight to the point. It removed some of the stresses of my job. I'm able to relax and let NICE CXone do the dialing for me.

Reporting Capabilities

I believe this is the truth! Although it might take a moment for the numbers to reflect true to date, that's to be expected with technology.

Products Replaced

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

Encompass from Ellie Mae, Velocify by Ellie Mae, RingCentral

Likelihood to Recommend

NICE CXone is well suited for the average LO at a company that is on an outbound type of campaign, that spends a lot of its time calling different borrowers. I think if you are on an inbound dialer it may be a less appropriate scenario. This system is a must for someone like myself who outbounds most of my day.

One of the best, NICE CXone

Overall Satisfaction with NICE CXone (formerly NICE inContact)