Item: NICE CXone
Rating: 9
Author: Shawn Keene

Use Cases and Deployment Scope

We use NICE inContact CXone across our whole organization, across multiple sibling companies under the same corporate umbrella, and across multiple divisions and departments within each.

Pros and Cons

Multiple channel routing and skills
Consolidated reporting
Scripting and automation abilities (like integrating with SharePoint)

I'm not a giant fan of the MAX user interface, particularly the mouse-over hover panels.
Patron-facing chat interface could stand to be modernized.

Return on Investment

Allowed for rollout of at-home workforce with no hardware

Customization

Custom scripts for various channels. For example, our email script sends a "we got your message!" confirmation back to the customer so they know we've received their email.

Usability

Better than other systems I've used by far.

Custom Reporting isn't super great, but the direct data download capabilities mean we can import raw data to our own internal shared data warehouse (SQL) and integrate it well with other systems' data.

Products Replaced

Yes - Avaya

Likelihood to Recommend

NICE inContact CXone is great for a contact center that handles multiple types of customer interactions--email, chat, voicemail, live calls.

Great Virtual Call Center Software

Overall Satisfaction with NICE inContact CXone