Item: NICE CXone
Rating: 7
Author: Jon Schoss

Use Cases and Deployment Scope

For customer service ingoing and outgoing calls. It's an effective tool for communicating with customers in real-time. I personally prefer to solve customer issues this way rather than the back and forth via email.

Pros and Cons

Route calls
Manage call queue
Manage work flow

Connecting to the leg could be clearer. As in, I don't understand when connecting the leg is necessary to place outgoing or receive incoming calls. Sometimes, I have to restart the program in order to reconnect and be able to place outgoing calls.

Return on Investment

It's a positive to get in touch with customers quickly. Calling customers to solve their issues shows commitment to solving their issues expediently.

Usability

inContact is good for getting in touch with customers in real-time to solve their issues but could be better with user functionality/what needs to be done in order to place outgoing calls. I also wish it was easier to navigate the numbers of your recently placed/received calls. Maybe I haven't figured it out quite yet, but I find that any sign of a "call log" disappears and I can't seem to find this info for easy reference.

Reporting Capabilities

Reporting isn't apart of my duties with inContact.

Products Replaced

Yes - Zoom/Shoretel

Other Software Used

Salesforce Commerce Cloud

Likelihood to Recommend

Good for high call volume and managing voicemails. I find it useful when I get auto-assigned a voicemail in the routing system. The message starts playing, and I'm already looking up the customer's info. Also, great to have a quick way to call them back right from the same portal. The navigation of the interface could be a bit clearer. I wish you could see how many voicemails/tickets remain directly on the max agent.

Incontact is good for getting in touch with customers, but user functionality could be clearer.

Overall Satisfaction with NICE inContact CXone