Item: NICE CXone
Rating: 7
Author: Kevin Lintner

Use Cases and Deployment Scope

inContact is a major improvement over our previous call center software. We are able to build dashboards which include live data on calls received, average speed to answer, abandoned calls, longest wait time, etc. I am able to build custom reports to pull data on the previous week or month without having to enter the criteria every time. I can schedule daily reports to run a specific time and email me the results in Excel format. So instead of having to run these reports daily, they are waiting in my inbox ready to use. This saves me a ton of time each day and allows me to prepare time-critical reports much faster than our previous software.

Pros and Cons

Dashboards - Instant real time reporting.
Custom Reports - allows for a report to be created and run whenever it is needed without reentering the criteria.

Delay in report updating - Custom reports are not real time and may take 6 hours to update.
Making a change to a scheduled report require the report to be rescheduled or it will not run properly.

Return on Investment

Positive - Offers many more pre-built reports than other ACD products.
Negative - Customer reports take too long to update.

Alternatives Considered

Genesys PureConnect

While custom reports update a much faster rate than inContact, the scope of pre-built reports is much larger in PureConnect and it is much easier to schedule reports and deliver them via email attachment. PureConnect has issues with scheduled reports, sometimes they run later than expected for not at all. Reports are run and exported in exponentially quicker times in inContact.

Support Rating

inContact only allows specific users to contact them for support. Even though I use the product daily and it accounts for a large amount of my workload, I still have to contact an authorized user to create an incident. These users are managers and their schedules are very busy. This can result in delays in incidents being opened and resolved.

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?

I wasn't involved with the selection/purchase process

Did implementation of NICE CXone go as expected?

Yes

Would you buy NICE CXone again?

Yes

Other Software Used

BMC Helix ITSM (Remedy), Microsoft 365 Business, OneDrive

Likelihood to Recommend

It is great for a call center that likes to use a dashboard to look at live data. This live data cannot be exported to Excel. Custom reports can be exported to Excel, but there can be up to a 6 hour + delay in the metrics updating. This is on their shared hosting platform. Private servers are faster, but still require a lengthy delay in updating. It is also very costly to their private hosting platform.

A great call center solution with one major drawback

Overall Satisfaction with NICE inContact CXone