First Time Using NICE inContact CXone 1 Year Review

We are currently using it in our Customer Experience Centers (contact centers) that support our Omni-channel retail operations - core selling, inbound/outbound calls, transact support, customer service. I use it daily to monitor our work from home agent's statuses & phone calls. It allows me to identify when they might be experiencing technical difficulties or customer service issues. As a result, I can provide support to resolve their issues sooner and before the situation escalates to something more problematic.

You can create a myriad of dashboards to display areas of focus. With NICE inContact I monitor overall productivity and drive efficiency. Because of this, I am able to keep more agents available to assist customers and reduce the call or web queue for our customers. This translates to improved customer satisfaction & increased transacts.

System-wide we can identify trends so workforce management can plan accordingly.

I personally haven't had to do much customization but I see all the customized reports our team has created. So I see how useful it is to them. I don't know what kind of impact this has had on the business.

But the focus is to drive effectiveness & efficiency. And, returning from several COVID closures, our queue skyrocketed. The reports we generate helped us manage our workforce and clear our queues.