Item: NICE CXone
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

We currently use NICE inContact CXone for patient processing and customer service. We’ve adapted to utilize it for other non-front-end processes that require telephony platforms. The system allows us to manage inbound and outbound contacts and monitor service levels and adherence to KPI. It also helps with onboarding new hires through its training components.

Pros and Cons

Routing calls for specific numbers to specific agents. Can manage this easily and increases productivity.
The IVR process helps manage overflow and peak call times.
Live monitoring of calls helps get staff out of training and on the phones quicker.

Standard reporting functions are basic. Need more prebuilt reports or built-in customization.
Communication on updates and their timelines
More customization of the business unit and profiles

Return on Investment

Staff accordingly to maintain budget
Training process sped up
Allows for handling peak call volume at times that don’t require additional staff

Customization

Scripting for the IVR is very helpful to mitigate call traffic during peak hours. Reporting is good but requires some work. Able to manage reports and subscriptions via email which is helpful to provide additional details to leadership.

Usability

The phone system is great. Reporting could be updated for the basic package.

Reporting Capabilities

This product on its own needs more out-of-the-box features to help management and leadership run day-to-day.

Products Replaced

Likelihood to Recommend

NICE inContact CXone is very helpful with small call centers based on my experience. More growth will require more than standard offerings provided. Definitely helps manage situations in a post COVID-19 world.

A useful product that can help make your life easier

Overall Satisfaction with NICE inContact CXone