Item: NICE CXone
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

NICE inContact CXone is being used by multiple service-related teams in my organization. For any calls that comes into these teams, NICE starts the process of logging in the client information. There are areas for status, the name of the team, and the name of the call recipient. There is also an area provided to depose the call.

Pros and Cons

Captures client phone info.
Area to put a brief call description.
Records an approximate time call received.

Some issues with the pop up window.
Could use a longer disposition window.

Return on Investment

Calls come in quicker.
Allows for more calls each day.
Can be cumbersome to use.

Customization

As far as customizing the platform myself I haven't directly made any changes. However changes/customizing has been done per my input thru my team manager These changes have been a great help as far as call tracking.

Usability

While there are some positives with the NICE inContact CXone system, there are some negatives also. I like the ease of logging in but it seems sometimes there is no information when a call comes in. It's just a tone (and sometimes not even a tone) and a client is speaking to you.

Reporting Capabilities

The reporting features work very well with the corporate policy of clear and concise reports being sent to upper echelons to be able to see what type of calls are coming and this help to demonstrate what areas need to be improved upon and to fine tune the calls coming in and also helps with routing calls to the proper team.

Products Replaced

Yes - I believe the NICE system replaced a hard phone system we used to at my company called Avaya. From what I understand, it didn't completely replace it but has been used as a complement to that system. This is my first experience with a completely soft-based phone system.

Other Software Used

Adobe Acrobat Reader DC, Windows Server, Microsoft 365 Business Premium

Likelihood to Recommend

I've found NICE to be most useful when transferring calls in-house. The simplicity of the windows and the flow/slash order in which calls are presented is extremely helpful. The only scenario it is less helpful is when a call requires a lengthy disposition. In these instances, a longer disposition window would be helpful.

NICE Works!

Overall Satisfaction with NICE CXone (formerly NICE inContact)