Item: NICE CXone
Rating: 3
Author: Verified User

Use Cases and Deployment Scope

NICE inContact is used by my organization to manage incoming and outgoing calls and to update client records with attempted and successful contacts. The system automatically looks up client accounts for incoming and outgoing calls and attaches contact logs to client cases, effectively organizing the information in an easy to use manner and saving employees time.

Pros and Cons

Looks up client accounts
Attaches contacts to client cases
Manages available statuses
Tracks call times and user statuses

Does not allow users to leave notes while logging a contact, a separate case must be created
Connectivity issues

Return on Investment

Improves customer service and client management effectiveness

Customization

Customized reporting provides the opportunity to increase accountability and productivity amongst employees.

Usability

Overall, easy to use. Some features could be less complex and more user friendly (i.e. call transfers and call notes).

Reporting Capabilities

Great reporting tools.

Products Replaced

Other Software Used

Salesforce CMS

Likelihood to Recommend

Effective in tracking available statuses and logging contacts, but ineffective in simplifying notes and call follow up. This system is suitable for environments with inbound and outbound calls, but not appropriate for call centers or positions where back to back calls take place.

inContact Call Management System

Overall Satisfaction with NICE inContact CXone