Item: NICE CXone
Rating: 7
Author: Dawn Vanderkooi

Use Cases and Deployment Scope

NICE inContact is used in the contact center at our agency. It's used for our 211 WNY helpline as well as other contracts that we have. Approximately half of our staff are blind or visually impaired. The platform is accessible with the different types of AT that the staff uses.

Pros and Cons

The IVR makes it easy for routing calls.
Accessible for all our staff's needs
Customizable reporting options
Call recording is great for monitoring and training purposes.

Incoming audio notification when using the integrated softphone option
Use of MAX on other web browsers
Technical Account Managers need to provide better service, often feels like they are reading from a technical support manual, and don't convey knowledge of the product.

Return on Investment

Being able to set service performance goals
Reporting call stats back to agents
Efficiently handling inbound and outbound calls

Customization

Adding whispers to our inbound contracts allows staff to be prepared to handle what calls are coming in when dealing with several different contracts. Customizing reports to send to our funders as well as staff for quality assurance.

Usability

Studio is a bit daunting and not user friendly

Reporting Capabilities

Customizable reporting is better since the upgrade.

Products Replaced

Yes - It replaced Avaya, we were looking to get away from dependence on our VPN.

Other Software Used

Microsoft Office 365, TeamViewer, Salesforce Commerce Cloud

Likelihood to Recommend

We have 10 or so different contracts and being that we have visually impaired staff we are able to have a whisper for staff that announces which contract is coming in. This helps staff know how to answer these lines appropriately.
The ability to assign specific skills to specific staff as well as set priorities using NICE inContact CXone allows for a better training experience for staff and efficient call flow for inbound calls.

Great for Visually Impaired Staff

Overall Satisfaction with NICE inContact CXone