Item: NICE CXone
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

We use inContact to interact with customers via inbound/outbound calls and chats. We also use it in our service desk department. We're currently using it across our organization for production and it solves a lot of issues having to do with different applications, this is reduced by having everything in one application. Also, the admin dashboard that our supervisors, managers, and workforce personnel use is very easy to navigate and intuitive. Very straightforward well built application.

Pros and Cons

Chat
Calls
Email
Reporting
User management

Dark Mode

Return on Investment

Revenue increase.
Low cost to operate.
Very good support when having issues.

Customization

We have created customized reports, we also have scheduling done using Impact 360, we have all our skills and lines of business in the Incontact application, this facilitates the user onboarding and user management in a successful manner. This has had a great impact on the business as it minimizes the steps needed to have someone up and running in the company.

Usability

Very complete skill set and feature set on the application, would totally recommend to anybody with a business with client interaction needs.

Reporting Capabilities

The report capabilities of inContact are pretty much what you'd want if you have a company with over 50 employees, you can even schedule the reports to be sent out on a timeframe, that would be hourly, daily, weekly, monthly. You name it. Love the dashboards and being able to see everything in real-time. Also, love the ability to be able to help the reps without having to go to them.

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

Likelihood to Recommend

We use it in a call center environment, but I'm pretty sure the technology can be applied and suited for any type of business where the company needs to be contacted very often or if the client list is quite large. Can be used in support, sales, CS, medical, etc. I believe it to be less appropriate for a company that does physical meetings with clients, door-to-door sellers, and such. But I'm guessing this is where we want to tackle and get everyone on board.

A swiss army for contact centers and general service businesses

Overall Satisfaction with NICE CXone (formerly NICE inContact)