Item: NICE CXone
Rating: 9
Author: Polly Miles

Use Cases and Deployment Scope

NICE inContact is used by our entire organization. It allows us to look at data more closely and is easy to use and the implementation process is fairly quick. There isn't extensive training that needs to be done and from an agent stand point it is easy to use and allows multiple contact types to come through allowing agents to work more efficiently.

Pros and Cons

Easy to use.
Always innovating.
Vast amount of measurable metrics.

Maintenance can disrupt platform.
Technical support could be better.
Reports could be easier to build.

Return on Investment

Ease of use
Increased productivity
Allows for growth

Customization

Customized reports allow us to look at the data and make data driven business decisions.

Usability

The platform is really easy to use, especially from an agent standpoint. It can be a bit more complicated for a manager or admin viewpoint just because there is so much that it can do, it takes time to learn.

Reporting Capabilities

The reporting capabilities are vast. There are a lot of metrics for customized reports. It can be difficult to use, but with practice, it can be done.

Products Replaced

Not Sure

Likelihood to Recommend

NICE inContact is great for companies that are growing, it allows you to onboard agents fairly easily and the training is quick due to the ease of use. The IVR could be easier to allow clients to manage their IVR themselves.

Great Product.

Overall Satisfaction with NICE inContact CXone