Item: NICE CXone
Rating: 8
Author: Charla Davis

Use Cases and Deployment Scope

NICE inContact is being used in our Customer Service and Claims Department. The system allows us to communicate across departments and to see each other's working status to ensure a call is handled properly.

Pros and Cons

The system is responsive, hardly any lag time.
It's easily customizable with regard to updating skills and availability codes.
Easily allows the ability to see a teammate's status.

The system does not integrate well with Plantronics devices. It is not easy to have a Bluetooth headset connected to have the ability to answer a call from the headset. I have had this problem for months and it has yet be resolved by our IT team.

Customization

I have not, but my Manager has and it never seems to take a long time when changes are made.

Usability

The system is great however the dashboard takes up too much space on my screen.

Reporting Capabilities

Products Replaced

Not Sure

Other Software Used

Azure DevOps (formerly VSTS)

Likelihood to Recommend

NICE inContact is a great asset in our Customer Service Dept. The system allows us to transfer calls and check Teammate availability seamless without lag time.

NICE inContact Does Its Job

Overall Satisfaction with NICE inContact CXone