Item: NICE CXone
Rating: 10
Author: Karen Zangerle

Use Cases and Deployment Scope

It is the backbone of our 24/7 211/crisis call center in central Illinois. It is how we operate. We have 2 other divisions that utilize NICE inContact: Adult Protective Services and Homeless Programming. Some of the business problems that have been addressed are critical statistics, allows for remote locations, increases the number of counties we can serve through the National Suicide Prevention Lifeline, allowing services in rural areas who have no other options. We are a coordinated point of entry for people experiencing homelessness for 11 counties, providing 24/7 response.

Pros and Cons

Allows for easy deployment of services through remote locations.
Funders are impressed with our availability to provide relevant statistics; helps with grant writing.
Special functions such as coaching (a supervisor can monitor a call and give feedback that only the call specialist can hear.
Provides the opportunity for call recording for quality purposes.

Minor point-we bill for services in particular zip codes. The zip code does come up at the very beginning of the call but only flashes for a few seconds. Longer "show" period would be helpful.

Return on Investment

NICE inContact has helped us cut costs in the delivery of services in the non-profit world.

Customization

With the help of our support service, we have been able to create customized reports that are very popular with funders. The results of these reports is a better-informed community on the needs and unmet needs of callers. Local and state government have asked for data in ways that would have been impossible in the past. This opens up more grant funding.

Usability

The benefits to the agency are immeasurable. It has improved the delivery of all services. It has linked people with needs to the best solution. It is easy to train call specialists. It has a considerable impact on the management of the call center.

Reporting Capabilities

I would like it to be easier to create new reports without the assistance of support staff at NICE inContact. There is so much data and I don't understand about 40% of it. I think we could be doing more but unsure in what ways and means.

Products Replaced

Likelihood to Recommend

It is well-suited for warm transfers for callers who may need help navigating social services. A woman who has just been assaulted doesn't want another phone number to call. In Adult Protective Services, we take elder abuse reports after-hours and on weekends. We have found that being able to offer callers several options if all intake workers are on calls, leads to better interactions when the call does come through. We have not found a feature to be less appropriate.

The PATH to Vital Improvement

Overall Satisfaction with NICE inContact CXone