Item: NICE CXone
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

NICE inContact CXone is being used in our 4 call centers globally. Since implementing NICE inContact CXone we have seen our service levels meet goals on a monthly basis, customer service satisfaction surveys rise, and quality increase drastically. Our average speed of answer has greatly decreased and our customers have been very pleased with our performance.

Pros and Cons

Decreased average agent handled time
Increase productivity thus less staff while completely more work
Agent increase in quality with scorecards and screen scrape

Intra day performance reports are all mixed together by campaigns

Return on Investment

Since implementing NICE inContact CXone, we have not paid any monthly penalties for missed SLAs.
Lower agent handled time
Higher QA scores

Customization

Our team has created customized reports that we download daily and use to support our customer contracts. All call scripts are personalized per client.

Usability

NICE inContact CXone has provided excellent training and scaleability.

Reporting Capabilities

NICE inContact CXone reporting is good but there are areas of opportunity. I struggle with the intra day reporting where all campaigns are together. This does provide visibility into one specific client for staffing purposes.

Products Replaced

Yes - We placed another tool which provided very poor reporting as well as no workforce management tools.

Other Software Used

eFax, Workday Business Process Framework

Likelihood to Recommend

I highly recommend NICE inContact CXone. Even after using it for only one year, we have seen drastic improvements and so have our clients.

Love NICE inContact!

Overall Satisfaction with NICE inContact CXone