Item: NICE CXone
Rating: 9
Author: Richard Rowland

Use Cases and Deployment Scope

We use NICE inContact CXone with Salesforce as our CRM platform and it so far is much better [than] the previous solution we had. We are still fairly new to using it, however the features it offers seem really exciting. We are just now starting to use the workforce management function and trying to better understand that. It really has helped with the QA of calls as well and offers some cool features there that our old platform did not support either. We use this primarily in the customer care organization, however the reports are used throughout the company.

Pros and Cons

Reporting has been easy and so far appears accurate. The reports also offer really nice graphical interfaces to make it easy to digest.
The QA portions ability to hear tone in the call and give you a visual smiley face when someone sounds happy is a neat feature.
The dashboards are really informational and easy to configure. When we are back in the office they will make nice wall boards for the team to see as well.

The auto reports it generates are really ugly and not so easy to digest. While the team can find what they need and there is little fluff, I think the auto generated reports can look nice like some of the other data available. Spreadsheets are boring and some color will add some excitement.

Return on Investment

This is hard to quantify at the moment since we are still new to using it but it seems the potential to save us a lot of time in efficiency will prove to be valuable.

Customization

We just started to customize bots in the chat channel and so far that helps a little. We have added a few customized responses that also seem to help deflect some of the easy but high call drivers.

Usability

We are still actively changing and tweaking the system to better fit the needs of the business. Once we get it dialed in just the way we want it and educate the team on the final layout, it might change my rating. We do experience some of the same issues that we experienced with the previous phone system as well, however, to be fair I suspect our infrastructure could be part of the root cause. It has a user-friendly interface and it integrates very nicely with Salesforce.

Reporting Capabilities

This is more of a preference of mine so others may feel differently. I could also have this option and I am just not aware of it, but the auto-generated reports just look bland. I like to use the scheduled reports to send weekly updates to my team, but it would be nice if they were more exciting and easier to read. From a functionality standpoint, it accurately provides all the data that my team and I need and does it right on schedule.

Products Replaced

Yes - I am not one to talk poorly about another company's product so I will not give the specific name. It's also that it's likely a great product, just not well suited for our application. We are a somewhat unique call center and the customer experience is the #1 priority. We need a system that can keep up with the constant changes we do daily. Again it could have also been some infrastructure issues that contributed to some of the issues, but the previous system had lots of bugs. When a new patch came out we would get new or old bugs back. It would also constantly go down and need a reboot in the middle of the day which causes a poor customer experience. Long story short the previous phone system was just not up to the task.

Other Software Used

Salesforce CMS, SAP Business One

Likelihood to Recommend

So far it seems well suited for an inbound/outbound call center where we have lots of products to support and lots of different sets of data needed for each category. So far it seems to hold up to the challenge and we are gradually getting more familiar with the platform and all it can offer. Even at its infancy it's way better than our previous solution.

NICE inContact and Salesforce are a great pair!

Overall Satisfaction with NICE inContact CXone