Item: NICE CXone
Rating: 7
Author: Verified User

Use Cases and Deployment Scope

We use NICE inContact CXone in one office with several departments taking inbound calls and making outbound calls. CXone enables us to quickly call clients with Personal Connection without spending the time to manually dial. Along with the ease of calls, the analytics and reporting that we utilize helps us track metrics and keep our staff on track. Quality Management tool allows us to listen to calls, provide structured feedback to the team, and create coaching plans to assist those that need help in certain areas.

Pros and Cons

Easily accessible help section with categories and a search bar
Great Quality Management tools
Having access to Support resources and a Customer Community

The Workforce Management tool needs more attention to be more accurate
More seamless ability to adjust skills instead of going in and making changes one by one
Being able to add dispositions to multiple skills at once
Add a click and drag option for organizing dispositions instead of using the up or down arrow over and over.

Return on Investment

CXone has allowed us to analyze metrics and reporting in a way that we weren't able to with our previous software. This allows us to hold our employees accountable with hard data.
Issues with Personal Connection have slowed us down when we have to manually dial, but overall the tool has allowed us to work quickly and efficiently.
We've been able to explore different agentless dialing and answering machine detection tools that ramp up our numbers and the number of clients we can reach a day.

Customization

Our ability to use customized reports has allowed us to zoom in on trouble areas and highlight cracks in our foundation that we would not have been able to previously. The departments in our business are all so different and the access to Studio and customizing our call scripts as well as partnering with Professional Services for scripting has been a huge advantage for us.

Usability

Usability varies depending on the user. For our calling agents, the usability is very straightforward after some light training and gets easier to use and understand over time. The Admin tools are less user friendly, but with anything you use everyday, it becomes easier to understand the more you use it.

Reporting Capabilities

We've had great success with customizing reports on our Data team. Many supervisors utilize weekly and monthly reports to analyze agent metrics and productivity. Since we have shifted to a work from home model, these reports have been vital in understanding how our teams are adjusting and thriving in a new environment.

Products Replaced

Yes - We used a phone system before that was fine and did its job, but we were interested in a stronger focus on analytics, quality management tools, and coaching options. Our ability to live listen to calls, utilizing call recordings, and creating coaching plans have been instrumental in growing and coaching our teams.

Other Software Used

Trello, Quick Base, MS SharePoint

Likelihood to Recommend

NICE inContact CXone has been fantastic with reports and metrics data. The ability to use a calling list and auto dialer to automatically call clients is great. The auto dialer is not perfect but it's great to have the option to manually dial as well whenever errors occur. We found WFM to be inconsistent in forecast planning and we needed to pull in our own data and experience to accurately schedule and plan for high volume days.

NICE inContact CXone Review

Overall Satisfaction with NICE inContact CXone