Item: NICE CXone
Rating: 9
Author: Verified User

Overall Satisfaction with NICE inContact CXone

Use Cases and Deployment Scope

CXone is used by our Consumer Care team to answer and log calls from our end-consumers. I use it also for reports and metrics on a daily, weekly, monthly, and quarterly basis. We are able to set up different skills to address needs such as English and Spanish in warranty, product requests (for different brands) as well as privacy act requests. It is also used by our IT Help Desk and Payroll.

Pros and Cons

Pros

Flexible dashboards with different metrics available.
Easy to updates user's assigned skills and priorities.
Customizable reports.
User friendly admin options such as changing hours or statuses of the company.

Cons

Prebuilt reports cannot be automated.
Hard to email reports out.
Need easier access to help files or help desk.

Return on Investment

CXone has allowed us to document each call and record for quality review.
The reports enable us to document need for headcount.

Customization

We have been able to create customized reports to view the data from different angles and report out to higher ups. We are investigating integrating with our CRM and writing out call scrips for different call types.

Usability

The ability to update and change the agent's phone skills and priorities is extremely useful. The prebuilt reports are valuable as well (but need the ability to email and schedule). The customizable reports are also very helpful but a little complicated and vague descriptions for newer users. This could be improved upon.

Reporting Capabilities

The prebuilt reports are valuable as well (but need the ability to email and schedule). The customizable reports are also very helpful but are a little complicated with vague descriptions for newer users. This could be improved upon for increased ease of use.

Products Replaced

Yes - Business Connect

Other Software Used

Astute ePowerCenter, Cisco Webex Teams, Slack

Likelihood to Recommend

CXone is great for calls, dividing out skills (types of calls), and tracking metrics. The chat feature is also used, but in other departments. The case features for logging issues are not used by our company due to the less dynamic functionality and flexibility. We chose to maintain a separate CRM to document cases.

NICE CXone Feature Ratings

Documenting Calls
Recording Calls
Measuring metrics

Innovative Uses

Downloading call recordings to share with legal team

Future Planned Uses

Expand to other customer facing departments

Likelihood to Renew

We are satisfied and will continue with this software.

Comments

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Flexible and Quick Updates: Would highly recommend!