Item: NICE CXone
Rating: 5
Author: Verified User

Use Cases and Deployment Scope

NICE inContact CXone is used by our support team. It is the telephony for our member interactions. We support multiple media types. This addresses our need for cross-training and real-time updates to queue and call control. There are a lot of business needs that NICE inContact CXone helps with. We use different platforms of the CXone product as workarounds too.

Pros and Cons

Ability to work anywhere
Flexibility regarding how you connect
Runs seamlessly

Not understanding if it is a platform or integration issue
Troubleshooting
Pop out descriptions on icons

Return on Investment

We have the stats we need.
We have the intel we need for forecasting.
Staffing needs

Customization

Yes, we have created and use customized reports. We use them for contact history and QA needs.

Usability

There are things that work great but items that are annoying, for example, agent zoom. When you use agent zoom, you get a series of gray boxes to scroll through before you see the available/unavailable stats.

Reporting Capabilities

I like the ability to customize reports, however, I need to know more about the out of the box reports.

Products Replaced

Yes - I am not the decision maker. I do not remember the name of the product or why.

Other Software Used

SpiceCSM, Zendesk

Likelihood to Recommend

Depending on their wants and needs, I would suggest NICE inContact CXone for certain companies. It is well suited for office and home office interactions. I have trouble thinking of a time or a scenario where it would be less appropriate.

Thumbs up

Overall Satisfaction with NICE inContact CXone