Item: NICE CXone
Rating: 8
Author: Joe Cocco

Use Cases and Deployment Scope

We use NICE inContact CXone in our centralized call center to support all of our franchise locations. It is used for Quality Assurance of our agents as well as to manipulate the call scripting for a nationwide multiple brand system.

Pros and Cons

Call recording
Call scripting
Call routing
Reporting

Bundle pricing
User friendly Studio

Return on Investment

Better system
More costly

Customization

Yes, we add new locations that need new phone numbers and acquire new brands that would need a new call flow. We are able to add all those features.

Usability

There are always things to improve on.

Reporting Capabilities

It is sometimes difficult to create the correct report you are looking for. You have to do a lot of trial and error to get the right results.

Products Replaced

Yes - Vonage, 2016

Likelihood to Recommend

We support a franchise community, so our customers on the phone are customers of the local franchisee. They are always ensuring that we take great care of their customers, so they enjoy doing some quality checks on the call recordings. This is where NICE inContact CXone comes into play.

Increased efficiency with inContact

Overall Satisfaction with NICE inContact CXone