Item: NICE CXone
Rating: 5
Author: Nicole Perkins

Use Cases and Deployment Scope

Currently, it's being used by various departments. [But] it doesn't integrate well with our Skype phone system which is used across the entire organization.

Pros and Cons

Provides metrics
IVR options
Allows me to track attendants

Better integration with other phone systems
Allow the ability to instant message

Return on Investment

It is providing customers with options to obtain the info they need.
It cuts down on transfers.
Agents are productive.

Yes, we have created customized reports which allow us to track productivity and ensure that we're meeting our customers' needs in a timely fashion. We also have call scripts that ensure customers are getting what they need. This has made our agents more productive and has reduced the number of times we have to transfer a customer.

Usability

It meets some needs but lacks the ability to meet all needs.

Reporting Capabilities

There are number of out of the box reports available and you have the ability to create other reports as necessary. I wish there was a day lag on reporting however.

Products Replaced

Likelihood to Recommend

It's well suited for true call centers where that's all employees do.

inContact Review

Overall Satisfaction with NICE inContact CXone