Item: NICE CXone
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

Our company uses NICE inContact CXOne as our contact center solution for managing incoming service and incident requests. Outbound campaigns are also used to reach out to prospective members using inContact software. We are able to run multiple outbound campaigns at once, increasing our contact and conversion rates. The inbound features make it easy for agents to quickly resolve potential customer questions and inquiries. The inContact technology provides wonderful integration with other systems. We can assist potential members faster than ever thanks to the CXOne software, as well as assisting hundreds of customers at once.

Pros and Cons

Easy to use for call center agents.
Wonderful integrations with other applications.
Provides supervisors with the necessary tools to run an efficient contact center.

Administrator portal for managing agents is somewhat complex.
Some features are harder to find.
Learning curve for new agents.

Return on Investment

Able to manage incoming call loads easily.
Increased speed of resolution for current customers.
Offering multiple avenues of issue resolution.

Customization

NICE inContact software provides the flexibility that we need for all of our customer outreach and inbound contacts. We are able to create customized reports based on call performance, as well as personalizing our call scripts to ensure that each member has the information that they require. These features have allowed our contact center to increase their efficiency and resolution rates.

Usability

NICE inContact CXone has a well-thought-out user interface. The product is fairly easy to use and integrates well with other systems. Once our agents are trained in using the software, they rarely have issues with finding features or functionality. The product updates increase the usability of the user interface and also provide extended functionality.

Reporting Capabilities

The reports that are available in NICE inContact CXone can be flexible and modular. They provide great detail on what the contact center is doing on a daily basis. The real-time dashboards are also easy to setup, and provide another level of visibility for executives or other managers that want to monitor performance. The dashboards can also be setup to provide the contact center agents with performance metrics that can be motivating.

Products Replaced

Not Sure

Other Software Used

Salesforce Service Cloud, ManageEngine ServiceDesk Plus, Slack

Likelihood to Recommend

We use NICE inContact CXOne to route all incoming calls. It does well handling our incoming call load. We generally receive about 50 calls an hour. We have not tested it with a large call load. The chat functions are great for less urgent contacts. This gives the agents the ability to manage multiple contacts at one time and provides for a fast customer service experience. Potential members enjoy the chat function as well so they can multitask rather than become tied up on the phone.

NICE inContact CXone allows our contact center to be productive and efficient!

Overall Satisfaction with NICE inContact CXone