Item: NICE CXone
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

We use NICE InContact CXone as our main phone service for our all departments including sales, customer service, and collections. We use their softphone, online reporting and integrate via their API into our own software system. This allows us a web-based phone system that allows any of our employees to work from any location with internet service. The reporting platform assists us in quality control and other types of statistical reporting.

Pros and Cons

Very robust reporting options
API integration capabilities
Low rate of outage issues with the softphones

Online bill pay doesn't allow us to pay our full bill in one payment. We have to split it up into chunks of $5,000 max at a time.
The users' view on their softphone data is not in real-time so employees struggle to measure their performance metrics.
Reports section is not very user-friendly and takes some time to navigate. There are probably way more features that we've yet to figure out due to their complexity.

Return on Investment

NICE InContact has allowed us to increase our data analytics around call statistics.

Customization

We have customized reporting to fit our business needs. This has assisted with improvements in our analytics department, compliance department, and even in our payroll department in order to assist with validating scheduling and time card punches. We have additionally used the API to integrate items into our own software reporting system.

Usability

Overall, the reporting system is not very user-friendly and takes some time to learn to navigate. I feel like we often miss features and capabilities due to the software's complexity. The software view itself is fairly simple and isn't as modern of an interface as other products we use. However, we do enjoy that it is web-based and has reporting options for just about anything we may need.

Reporting Capabilities

The reporting system is very robust and we enjoy the variety of data that we can pull from for reporting. You can build just about any report you may want or need. However, the reports system isn't super intuitive and even though we train our managers on how to use it, many report back feeling overwhelmed when trying to navigate the system in order to find what they need. At this point, I believe we miss out on a lot of the reporting capabilities due to these issues.

Products Replaced

Yes - We used NICE InContact CXone to replace our existing softphone. We made this switch in order to increase our reporting and analytic capabilities around our calls that our prior product did not offer.

Other Software Used

Google Drive, QuickBooks Online, Adobe Acrobat DC

Likelihood to Recommend

NICE InContact CXone works well in a call center setting where monitoring of all kinds is needed. It provides a robust variety of capabilities from normal call monitoring and reporting all the way through gamification.

Price-point-wise, NICE InContact products are probably more feasible for a mid to large level business.

Robust Reporting and Analytics

Overall Satisfaction with NICE inContact CXone