Item: NICE CXone
Rating: 8
Author: Maggie Budd

Use Cases and Deployment Scope

We are an inbound call center for a medical device. On a typical day, we receive an average of 100 inbound calls and 20 outbound calls. We use NICE inContact CXone as our only call center platform. The dashboard is very easy to understand and can be manipulated to view what is important to each user.

Pros and Cons

Clear dashboard with different colors for each item.
Easy to use prebuilt reports.
Customer callback feature to lessen waiting on hold.

Setting up voicemail.
Creating new personalized reports.
Too many buckets.

Return on Investment

NICE inContact CXone has a lower cost than other older companies.
Calls are never lost.

Customization

We have been able to create a usable dashboard for our employees, including myself. It is very easy to see, understand and know exactly where the caller is in the calling process, i.e, pre-queue, queue, on hold, callback, etc. We have created a few reports that are relevant to our company like call trends.

Usability

I would give it an 7 because for the average user it is a wonderful system. Trying to manipulate certain things and build reports to show what you need is a little more difficult. Basic user=wonderful, management=could be better.

Reporting Capabilities

Again I would rate it a 7. The prebuilt reports like contact history, active contacts, and agent summery are all very useful in our organization. Creating customized reports can get confusing and hard to follow without having to call Customer Service which can be costly.

Products Replaced

Yes - InContact replaced our old phone system. The number one reason we switched was cost. The second reason was ease of use.

Other Software Used

WordPress, Avalara

Likelihood to Recommend

InContact is a solid phone platform for a call center. For the basic user, it is easy to understand and use. For the more detailed user or manager, some of the reports are difficult to manipulate. Trying to find what you really need can be challenging at times. Also, the screen does freeze from time to time.

Fun to use, clear to see, makes life easy for me!

Overall Satisfaction with NICE inContact CXone