Item: NICE CXone
Rating: 10
Author: Miles McCatty

Use Cases and Deployment Scope

Our organization has been using inContact since before I was employed by TelNet WorldWide, and it is still used across all of our call center support staff. InContact gives our agents the ability to handle and resolve calls quickly. It gives our management team and support staff the tools they need to optimize our approach and review detailed information about calls handled by our agents.

Personally, I use NICE inContact to manage our incoming calls and chats from our sales line, and I'm the only individual that manages these incoming points of contact. Given this, I'm really glad that inContact is a user-friendly platform that lets me handle and track my incoming calls and chats easily.

One thing I really like about inContact is the ability to assign any phone number to your agent client. This feature allows me to send calls to any device I choose, meaning that my if my soft-phone application goes down for whatever reason. I can send calls directly to my cell phone in a pinch.

Pros and Cons

Redundancy
Quality of service
Clear voice connections
Reporting and logging

Updates to the user interface within the agent client
The ability see at a glance how many calls are stacking up without having to hover over an icon
Quicker load times within the web site

Return on Investment

It keeps our contact center up and running even in the event of impairment with our ISP.
It's easy to train new agents on it.
I do wish it was integrated within our CRM.

Customization

I do like that inContact allows me to create customized reports and easily pull calls to listen to. I haven't personally seen it used in our organization to provide our agents with personalized call scripts. However, if the feature is available, I would imagine that this would be a valuable asset to any company using the platform.

Usability

I'll give this an eight only because the UI format of the MAX agent client is a bit hard to interpret at first glance. Within my organization, I will see every call that hits our IVR regardless of whether or not it's going into my queue. Aside from that, it's relatively easy to use.

Reporting Capabilities

I really like that Incontact let's me track any inbound point of contact and pull records and call stats as needed. Customizable dashboards are easy to configure. If you do have a good amount of agents logged into a queue, or are managing several queues at once it's a great tool that let's you track activity at a glance.

Products Replaced

Not Sure

Other Software Used

BroadSoft UC-One, Slack, Cisco Webex Meetings

Likelihood to Recommend

It's well suited to organizations that offer outsourced contact center solutions, and organizations that handle a high volume of incoming calls across multiple departments, and IVRs. If you are looking for a solution that is easy to train new employees to use inContact is the solution for you.

During this global crisis, I know that NICE inContact could be particularly useful to those contact center agents working from home. I use it every day from my home office, and I take calls using a softphone application. For those of us that don't have access to a softphone, anyone using inContact can use a cell phone to take calls without having their personal number published to the outside world.

Are you ready to make queue management a little easier?

Overall Satisfaction with NICE inContact CXone