Item: NICE CXone
Rating: 7
Author: Verified User

Use Cases and Deployment Scope

This is used in the contact center for inbound and outbound calls and coding said calls. Integrations have allowed us to distribute a queue to a few hundred agents taking inbound calls to consult on public health issues. The system also allows for the transfer of calls to specific agents based on prior messages/level of required expertise.

Pros and Cons

Transfer calls.
Automates outbound calls via 3rd party phone queue.
Productivity reporting.

More accessible management tools.
UI could be improved for ease of use.
More detailed menu/FAQ on client.

Return on Investment

It's been reliable - very little downtime.
Automation has led to increased productivity.
Reporting has kept employees accountable.

Customization

Most of the customization has been integrating an automated queue from something like a CRM. It's doing the trick.

Usability

It's reliable, easy to use, and has boosted productivity since the integrations/automation have been fine tuned.

Reporting Capabilities

I can get the information I need to analyze my own performance and gauge how I'm performing against my colleagues. I'd prefer it updated quicker, but that might simply be a matter of adjusting settings.

Products Replaced

Other Software Used

Microsoft 365 (formerly Office 365), Symantec Client Management Suite, Adobe Acrobat DC

Likelihood to Recommend

Serves the purposes of our call center well after some customization. It would be interesting to gauge its cost versus some other softphones/cloud PBX. It has definite value if the price is right and has been pretty ease to use with minimal training on the end user side. I would be interested in comparing that.

Has been a big asset now that it has been fine tuned.

Overall Satisfaction with NICE inContact CXone