Item: NICE CXone
Rating: 3
Author: Verified User

Use Cases and Deployment Scope

We use NICE inContact call recording for quality and IEX for call forecasting and scheduling. It helps us address customer complaints as well as provide us a tool to facilitate real-time coaching with our agents. IEX allows us to accurately forecast and staff our call center based on historical and recent trends.

Pros and Cons

Call quality on the recordings is done well.
Forecasting modules are good.
Scheduling philosophies in IEX are solid.

User Interface of NICE call recording seems rudimentary, spend more time improving the user experience.
Overall reporting out of IEX is horrible, with as data-rich as IEX is, you'd expect reporting to be cleaner and more user-friendly.
Longer support for older software so companies aren't forced into expensive upgrades.

Return on Investment

IEX has facilitated good forecasting.
IEX has facilitated good scheduling.
NICE QA has provided decent insight into our quality.

Customization

Currently, we are only utilizing IEX and NICE Recording, both are fairly set and not that flexible to customize. However, The ability to create custom QA forms and have multiple in play for all the various groups in our center has been very beneficial and has come in handy over the year.

Usability

For the most part, the services we use have two different views, you have an admin view or someone who helps to manage the software, and then you have the agent level view. The agent level view seems to be the more intuitive version while the admin view is much more complex and comes across as a bit of an oversight.

Reporting Capabilities

The built-in reporting from QA and IEX is really quite horrible. We haven't been able to find a report yet that was actually consumable in any way. We always have resorted to building our own reports and relying on API data transfers to turn the raw data into something usable in Tableau or SQL

Products Replaced

Other Software Used

Avaya Aura Call Center Elite, Google Cloud AI, Verint Workforce Optimization

Likelihood to Recommend

NICE inContact is well suited for large orgs with complex work streams and large and/or complex volumes. They have a great forecasting tool that is very accurate and up to date with a variety of forecasting modules and algorithms. Where they are not suited is with smaller organizations where the CXone suite would likely be overkill and not worth the cost.

3yr customer, mostly satisfied, needs work on relationship management

Overall Satisfaction with NICE inContact CXone