Item: NICE CXone
Rating: 9
Author: Lenny Byers

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

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.

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.

Customization

At Century Support Services we like to use a lot of custom data. NICE inContact CXone's reporting allowed us to make very custom reports for every department we have using the platform. The custom reporting then allows us to see exactly what we want without the canned report look.

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.

Reporting Capabilities

The reporting in NICE inContact CXone is very robust. There are tons of custom options to pick from to create almost any report you could want. The out of the box reports are very good also for those just jumping into NICE inContact. Everything in the reporting menus is well done and again the help menus are helpful in explaining.

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 inContact is...NICE!

Overall Satisfaction with NICE inContact CXone