Item: NICE CXone
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

NICE inContact CXone is used within the information and referral team to answer calls. We are currently working from home and the process has been quite smooth to transition from office use to home use. Management will use the software to supervise, track the number of calls received in one day, and other similar metrics. The dashboards allow us to see productivity and how the staff is doing, how long they are on the phone, off the phone, etc.

Pros and Cons

Dashboards
Ease of call monitoring

Calls will sometimes drop when transferred between one agent and another

Return on Investment

Monitoring tools makes us aware of contacts received
Call recording helps with quality assurance

Customization

We used a customized answering system to ask the caller if they want to speak to a francophone agent or to an anglophone agent. We also use the same system to ask if the caller would be willing to answer a few questions following the call, with the option to opt-out of the survey.

Usability

We are very satisfied with the tools and we are exploring ways to use even more of its features.

Reporting Capabilities

We are very satisfied with the reports. Early on, we customized the reports so the dashboards would show us the data we need to see on a regular basis.

Products Replaced

Not Sure

Other Software Used

Versature

Likelihood to Recommend

NICE inContact CXone is well suited for call centres with various staff. It is better suited when complex transfers are not required. If a service needs to regularly call out to 911, then this might not be the most appropriate software to use as three-digit transfers can't be done. Otherwise, quality and functionality are appropriate for small to large call centres.

Great system!

Overall Satisfaction with NICE inContact CXone