Item: NICE CXone
Rating: 9
Author: Jim Zeunik

Use Cases and Deployment Scope

We are using NICE inContact CXone in multiple departments: a couple of inbound call centers, an outbound call center, the IT help desk, and some tier 2 customer support groups.

Pros and Cons

Call center reporting
Call center call routing and workflow
Real-time management of queues and agents
Customization and configuration flexibility

Reporting on agent unavailable states: 1) treating after-call wrap as a different category from other unavailable states (lunch, break, etc.); 2) better reporting on unavailable states by agent
Dashboard display flexibility. Currently, sizing and placing individual dashboard widgets is a challenge.
Email capabilities - Lacks the ability to "cherry-pick" urgent or high importance emails from the queue.

Return on Investment

CXone provides excellent data on everything needed to measure agent productivity - AHT, utilization, and occupancy rates
The ability to measure performance by team, skill, campaign, etc. makes management much easier.
Real-time visibility of call queues and agents enables us to react instantly to changing conditions.
We have implemented an IVR solution for caller self-help, which has reduced agent-handled calls by more than 25%.

We have done quite a bit of customization and configuring CXone to our business. We use Studio scripts to build customized call routing flows, create pop-ups for agents that help them handle calls for dozens of different clients. We have implemented an IVR solution for caller self-service. We have built dozens of custom reports that we use to create daily, weekly, and monthly scorecards.

Usability

Working with NICE inContact CXone is my favorite part of my job. The user interface is intuitive, and I discover new capabilities or functionality almost every week.

Reporting Capabilities

I'm a bit of a data geek, so CXone's reporting capabilities are pretty important to me. I have built many custom reports, and automated several to be distributed via email daily, weekly, or monthly in Excel or CSV formats. We use the real-time dashboard on our desktops and several display screens on the call center floor. There are a couple of additions or changes I'd like to see, but overall I'm very happy with the reporting available.

Products Replaced

Not Sure

Likelihood to Recommend

NICE inContact CXone is great for inbound/outbound phone call handling. It can handle just about any need for the phone call channel. Because it is cloud-based and flexible, we have found that CXone is a great platform for at-home/remote agents.

For operations that use the email channel extensively, this is not a strength for CXone.

NICE inContact CXone can do it all

Overall Satisfaction with NICE inContact CXone