Item: NiCE CXone
Rating: 9
Author: Lenny Byers

Overall Satisfaction with NICE inContact CXone

Use Cases and Deployment Scope

We use NICE inContact CXone as our main telephony solution in the call center. We are currently using it across multiple departments with the intention of moving all departments to the NICE inContact CXone platform.

NICE inContact has helped us by giving skills-based routing, a more robust reporting system, as well as an entire workforce management tool. We have been able to forecast calls and staffing much better using NICE inContact's tools. Overall it is a very user-friendly platform and constantly being updated for even more features to be added.

Pros and Cons

Pros

Reporting is very detailed and easy to create custom to your needs.
The MAX agent interface is very user friendly for inbound and outbound contacts.
WFM is a great tool for forecasting calls as well as breaks/lunches for the agents.

Cons

The drop down menus on some of the agent setup screens could be opened up more to allow easier selection of the items located in the dropdowns
The ability to edit areas in mass, rather than one agent or item at a time would be a welcomed change. Some of this has started to be added at the time of writing this review

Return on Investment

Adding NICE inContact has allowed us to have lower AHT resulting in more contacts being handled and more happy clients.

Usability

Most of the areas of NICE inContact CXone are very user friendly. The menus are easy to navigate and the help screens are actually helpful. There are plenty of advanced features with NICE to use as well, but overall usage for the daily user is very easy to understand and navigate.

Products Replaced

Yes - We recently replaced Zultys in our call center for NICE inContact. We are still using Zultys for some of our departments but will switch them over to NICE soon.

We switched to NICE inContact CXone because we were looking for an all-in-one solution. We wanted to be able to have all channels be handled in one package rather than pieced together with multiple different sources.

Other Software Used

Eureka, Zoom, Tableau Online

Likelihood to Recommend

NICE inContact CXone is really helpful for getting workforce management situations set up outside of using a spreadsheet. It really has some great options like manually entering thresholds for breaks and lunches and then allows slack to be applied so it can really work on calculating a good spaced-out day for these items with each shift that you enter in.

Right now the downside of things with WFM would be manually adjusting breaks and lunches for the agents. There is no easy way to edit multiple users at a time if one or more breaks need to be changed outside of running a whole new schedule or updating one agent at a time.

NiCE CXone Feature Ratings

Comments

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NICE inContact is...NICE!