Item: NICE CXone
Rating: 9
Author: Lucho Rillera

Use Cases and Deployment Scope

Nice InContact is used in the BPO leg of my organization. I, being in a shared service department, use it also. It provides a contact point for our clients. It also provides in-depth productivity metrics to be used by the employee and supervisor, which is essential in looking through an employee or a team's productivity for a span of time.

Pros and Cons

In-depth productivity report
Usability
In-team communication

Sometimes, it crashes out of nowhere.
Dashboards sometime don't update real time.
Agent leg sometimes has a problem when connecting.

Return on Investment

InContact doesn't require much when setting up, so the company doesn't need to spend much on this.
Support is always there.
Connecting to clients is very easy.

Customization

I have done a dashboard and this provides a report on our team's current status, if a call is waiting, who is next in line, the statuses of the team members, and our SLA status. My managers can see a glimpse of this so they can know what the current status of the team is.

Usability

NICE InContact is very easy to use. Everything that you need is in the application whether it is a report or a tool that you need. A new user can actually browse it in a very short time and become familiar with the tools provided. A supervisor view is also available so users of a higher rank can view a more in-depth review of the team's status.

Reporting Capabilities

NICE InContact provides a dashboard and a supervisor view, which makes a detailed report on the team that you can actually extract if you are doing a productivity report for your team. The only bad thing I experienced with the application is, sometimes, the dashboard does not update real-time, which can be an issue for a big team.

Products Replaced

Not Sure

Likelihood to Recommend

If an organization is looking for a communication tool to connect with its clients, NICE InContact is a recommended tool. It doesn't require much time to learn and when you are in the tool, getting around is not an issue because of the simplicity of its design. All needed tools are also provided.

Best Tool For Contact Center Operations

Overall Satisfaction with NICE inContact CXone