Item: NICE CXone
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

My company no longer uses it, but when we did use it, it helped us manage our agent's times on the phones as well as direct which skills were going where. It also helped manage our employee's time and we were able to track how long they were on calls, what types of calls they were, and average talk time.

Pros and Cons

Agent reports
Time stamp
Recordings

System not going down as much.

Return on Investment

Helped us answer calls quickly.
Able to find recordings and assist quickly.
Able to change skills fast.

Customization

This is really important and I feel like your sister made this very easy. It allowed us to make a lot of adjustments, especially when we had team changes. It made it easy for us to break up our teams into different groups as well based on special skills they might’ve had, which makes it easier to manage them. I also love that you can switch between other supervisor's dashboards so easily.

Usability

It was very simple to use and training on it was very easy. We have a new system now and, though I do love our new system, I do miss the simplicity of NICE. I loved how easy it was to make reports and find call recording so fast.

Reporting Capabilities

This was so easy. It was really easy to track if an agent was making a mistake and the reports are very easy to run and easy to understand.

Products Replaced

Other Software Used

Salesforce CMS

Likelihood to Recommend

I really loved how easy it was to track exactly what an agent was doing in real-time. It’s really important that we know which skills every agent is on as well and that was very easy to find and very easy to modify. The only time it was really a struggle was when the system would go down and occasionally that would happen multiple times during the week.

NICE IS NICE!

Overall Satisfaction with NICE inContact CXone