Item: NICE CXone
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

I am an implementation manager, implementing the product for various companies, and I have worked on several builds. I cover all phases of the implementation from discovery to the build, to training and testing, and then Go Live. I interact with Nice inContact clients to bring value to the platform and act as one of the faces of the company I work for, providing full service for the clients I am working with.

Pros and Cons

Clients are always pleasantly surprised with the functionality available.
The amount of information available on the support site is outstanding.
The platform itself is easy to navigate, and clients get a feel of how to move around it very quickly.

While the knowledge base is incredible, I would love to see some video of the various features in use for better understanding.
It would be killer to have some snippet scripts readily available for download to play with and test.

Return on Investment

Not applicable to myself.

Customization

I build out everything on that platform that clients request. The typical routing, for example, is skill-based, but we have built out a hunt group style routing on request instead. We can display custom messaging to agents receiving a call so they have a good idea of what the call will be about. We can make API calls where needed, and route the call based on the result, or present the agent with caller information when the call arrives, etc. This platform is made for customization.

Usability

I give this a 10 because the platform can do nearly anything. I have not run into a requirement yet that could not be created.

Reporting Capabilities

Between custom and prebuilt reporting, both historical and real-time, you can find any information you would expect in a call platform, and likely more. The training on reporting is fairly quick and easy to understand, allowing users to find the data they are looking for, as well as the formulas that are used to calculate those metrics.

Products Replaced

Other Software Used

Oracle SQL Developer, Microsoft Office 365

Likelihood to Recommend

Nice inContact is a great tool for almost any scenario. It can be used for the most basic of call centers where a call arrives and routes to an agent, and it can be used for complicated IVRs with hundreds of options, or where additional functionality is needed. Because of the functionality included, I can't think of a scenario where this platform is not suited.

Nice InContact Review

Overall Satisfaction with NICE inContact CXone