Item: NICE CXone
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

NICE inContact is utilized as our inbound and outbound calling system for our employees to our clients. Management utilizes inContact to monitor and manage the employees, as well as communicating with them.

Pros and Cons

Breakdown of day to day date.
Customization of features for business.
Allows seamless communication.

Ability to live monitor consults between users.
Larger ability to apply changes to group.
Appearance customization.

Return on Investment

Return on Investment.
Retention.
Negative impact on seamless production with connectivity issues.

Customization

NICE inContact has allowed us to customize each team's usage and which customization options are suitable for them. inContact allows for management to easily collect data from the systems usage and compare results achieved. These features enable management to report to our clients as well as hold employees accountable for their work.

Usability

NICE inContact CXone's overall usability is rated high due to its ability for customization based on needs. As well as its ability for ease in tracking and navigation. Although there are some components that could improve the process, NICE inContact CXone is not far off the mark on functionality and performance.

Reporting Capabilities

NICE inContact CXone provides multiple options and areas of reporting that benefit not only production management, but client relationships. As well as helping the Human Resources department control activity on employees working hours for the company. This ability to provide detail reporting eliminates further development on the company's IT department and allows management to control productivity.

Products Replaced

Likelihood to Recommend

inContact is well suited for a call center that makes outbound and receives inbound calls.

Ease and Improvement of Production

Overall Satisfaction with NICE inContact CXone