Item: NICE CXone
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

We use NICE inContact CXone to communicate with our customers. It makes things very easy to manage and track. The tools available make managing multiple lines of business and call types easy and usable for all of our teams. The support available to make things work is the best in the industry.

Pros and Cons

Managing multiple lines of business
Tracking and reading different types of communication
Scaling for all tools from large to small call types

Consistency without having to clear cache and cookies every day
Troubleshooting on the front lines for agents
Having a full "reset" option would be nice for when things don't quite work right.

Return on Investment

Wonderful ROI compared to the previous system we used.
Not having to use a hard phone makes the cost well worth it.
Being able to route 40 call types to a few hundred individuals with ease has been paramount in our business's success.

Customization

Every call type has its own dashboard. We are able to provide many different metrics to our front line agents all the way up to our CEO. Each level needs a different type of metric and NICE makes it easy to change the reporting to fit whomever is requesting it.

Usability

It's almost perfect. The only issue is that cache/cookies clearing is pretty much the only troubleshooting we have. If there were better error reporting or a "reset" button when we're unable to accept calls, that would be a plus. When it comes to just using the tool, it is very user friendly and easy to train new hires to use.

Reporting Capabilities

Reporting tools is amazing! We have several levels of management and front line agents that require different levels of reports. From just seeing who is doing what, to finding all other metrics related to speed to answer, voicemail, hold, mute, and anything else our team can come up with, NICE has some kind of report that will help you out.

Products Replaced

Not Sure

Other Software Used

ServiceNow, Salesforce CMS

Likelihood to Recommend

If you're looking for something that can really manage multiple call types, this is it. Working on multiple lines of business is easier with this tool than any others I've used in my 15 years of contact center work. I honestly haven't come across a situation that we couldn't use NICE for.

Wonderful tool for any contact center!

Overall Satisfaction with NICE inContact CXone