Item: NICE CXone
Rating: 9
Author: Marvin Leininger

Use Cases and Deployment Scope

We are using the NICE inContact CXone platform across our contact center for new client intake, it's used both in office and for our work at home agents. The platform has given us the flexibility to scale users within hours, connect to our CRM for a deep integrations such as lookups based on ANI, creating records based on an IVR outcome and automatic loading of records for dialer (personal connection). inContact has also allowed for ease of use from a supervisor standpoint as the platform is web based and the dashboard and supervisor views can be viewed from anywhere there is an internet connection.

Pros and Cons

Power of scripting in studio, if you can think it, you can do it.
Ability to scale agents with minimal effort.
API friendly platform with more integrations than you'll need.

Escalating to the correct resource in customer support can sometimes take longer than needed.
Purchasing DIDs is much more difficult than it should be.
Tuning the AMD settings requires the input of a SME and cannot be done on your own.

Return on Investment

Dialer increased speed to lead and number of outbound dials per agent.
IVR allowed for agentless interactions with positive client outcome.
Available APIs allowed to integrate with company wide BI tool so call center data can easily be seen by leadership.

Customization

Our contact center handles multiple brands and services. The NICE inContact CXone platform has allowed us to handle those interactions with the needed individualized branding and service without having to have dedicated agents. We accomplished this through dynamic screen pops and whisper tied to the inbound call DNIS or skill. This informs our multi skilled agents exactly how to handle the call effortlessly before it is delivered to them in real time. In addition to this flexibility on the agent level, our support staff are able to easily see these calls based on brand or service through customized dashboards and reports. These metrics can drill down to a granular agent level or review by campaign.

Usability

The NICE inContact CXone platform has a strong omni channel functionality along with a robust offering of features outside basic ACD and outbound dialing including but not limited to, speech analytics, workforce management, quality assurance and gamification. As mentioned previously the platform is very API friendly and has been able to integrate with every databased or application needed with our organization. You can tell that the platform is well developed by its plentiful features and how they seamlessly integrate and communicate with one another.

Reporting Capabilities

The NICE inContact CXone platform offers a wide array of reporting capabilities. Their canned reports offer quick insight into reviewing historical calls on the agent, skill, team or campaign level as well as searching for calls based on the DNIS or ANI. The custom reports offer a large offering on data points on both agent and calls. It can be a little overwhelming when first using the platform for custom reporting because there are so many options and possibilities. One very important detail is that reporting can be dictated on how call routing is configured, this means that reporting could vary based on how a script is built and functions which requires a strong understanding of the scripts to master reporting. Some reporting we have to do outside of inContact as the platform does not allowed for joined tables and complex statements. Real-time dashboard are very agile and used heavily by our support staff and leadership.

Products Replaced

Yes - We were using Cisco Unified Communication Manager along with a Salesforce CTI call connector from Ingenius. We replaced these systems with NICE inContact CXone because we needed a system that offered more robust outbound dialing capabilities outside a basic click to call. We also wanted a system that was web based and not an on premises system that was sometimes difficult to access depending on what hardware was available in the moment. We have also started offering new features such as call back in queue and agent IVR call handling connected to our CRM Salesforce that we did not do before due to the level of effort needed to execute.

Other Software Used

Formstack Forms, 360 SMS App, DocuSign

Likelihood to Recommend

The NICE inContact CXone platform is well suited for a business where they need a contact center solution on the cutting edge that focuses on new features and functionalities. A business where omni channel experiences are needed should look into the this platform as it handles chat, email and voice well. Like any system that has a robust offering there is a lot of configuration and customization available and with that come complexity. For a small contact center that doesn't have a strong technical team or the budget to use professional services regularly may struggle with getting all the benefits the platform has to offer.

NICE inContact CXone Review

Overall Satisfaction with NICE inContact CXone