Item: NICE CXone
Rating: 7
Author: Verified User

Use Cases and Deployment Scope

NICE CXone is being used by the entire Pre and Post sale operations of the company. We use this product to handle customer calls and Advocate as well as Registration Specialist dispositioning. It addresses the problems of time management and efficient customer contact accessibility. With this product, we are able to control call flow by department and account for the work status of the Advocates and Registration Specialists.

Pros and Cons

Control call flow.
Displays work status.
Displays the time in that work status.

The automatic logouts.
Launching the max agent automatically.
Displaying total time logged in after changing work status.

Return on Investment

Great control of the customer call flow.
Great accountability for talk time.
Not being able to display total time.

Customization

Having personalized call scripts have been amazing for our customer service advocates. They are able to communicate more effectively with the customer about any situation that arises. They are more confident in the answers that they are providing to the customer and they are able to research the issues more efficiently with the links provided.

Usability

It is very user-friendly. The integration of several different tasks makes this platform a valued asset in the world of customer service.

Reporting Capabilities

The detailed reports that this platform provides give us the information needed to find out where more training opportunities can be integrated into our program. It also shows the efficiency of agents.

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

This program works for keeping your agents accountable for their actions in providing service to your customers as well as teaching them about time management. Having to be responsible for logging in and dispositioning themselves to the correct status builds the skills they will need to be successful. It's less appropriate for a position that is not dealing with a customer service role.

Amazing Product!!

Overall Satisfaction with NICE CXone (formerly NICE inContact)