Item: NICE CXone
Rating: 8
Author: SHERYL WALTON

Use Cases and Deployment Scope

NICE inContact CXone is being used across the organization and is a part of our support model when communicating and working with both internal employees and external customers. We leverage the tool as a part of our tiered services and components required to collaborate.

Pros and Cons

Integrates with chat tools
Provides detailed usage and reporting data
Gives us visibility into what our support representatives are doing

Reporting functionality and capability
Crisper dashboards; they are too busy and far too many filters have to be placed.
Update which telephony services - not all work well with the tool.

Return on Investment

Allows for minimal resources
Cost savings are great; no additional telephony required.
Q&A on call quality minimizes the need to resource a team to do this.

Customization

We have customized the platform to be used across the organization therefore the customization has been intricate. Our call scripts are both ours and those provided by inContact. The impact has been positive across the board. However, there are some updates we would like to see but must always wait for NICE to advise us what is next.

Usability

Because of the recent outages and bad user experiences, we have been crippled over the past two months. While we receive notifications and alerts about what is happening; we are not given any optional workarounds to get us working. It's difficult to service our customers if we are not able to connect with them; even for a minute.

Reporting Capabilities

Real time dashboards are the one thing we truly appreciate. When it comes to the reporting that is always a struggle. Because we cannot capture information pertaining to just our team we must run reports or continually create them and then use filters to get the information we need. Often times we don't have the level of permissions and have to connect with NICE customer support to get the data.

Products Replaced

Yes - It has been too many years to remember the name of the tool we replaced with NICE. We replaced it because we needed more digitization and a means to connect with our customers without having to manually dial or use handsets. We have since grown and connected it to tools that allow us to work more efficiently.

Likelihood to Recommend

It's well suited for live chat, provides data points on team interactions, and has the ability to see live actions. But the reporting mechanism is not easy to use.

NICE inContact: Works Well & Integrates Better

Overall Satisfaction with NICE inContact CXone