Item: NICE CXone
Rating: 9
Author: Alonso Sanchez

Use Cases and Deployment Scope

NICE is being used by our organization to connect the entire team together. We are able to call each other on NICE and solve customer service disputes, such as billing and wager info. NICE is great because it needs little training to know how to work the platform. As a new hire, I was able to figure the software out pretty easily. NICE is used within our department but it is also used within our company as a whole. Each department has its own system so we could stay on task and be more organized. Our department is customer service with about 100-200 team members on board that address mainly customer billing and wager disputes.

Pros and Cons

User friendly: Very simple to get started with and understand.
Connection: Easily get the whole team connected for projects.
Access: Ability to show the statuses of co-workers.
Calling: Able to call upper departments for assistance.

Screen time: Sometimes the screen times out when not active.
Not able to guarantee everyone is using the software.
Works better through desktop than mobile.

Return on Investment

Collection of funds from money owed: positive.
Being able to connect the entire team, no additional phone plan: positive.
Training new team members to use the system: negative.

Customization

We have customized NICE to organize team members based on their respective departments. Our employees are categorized by the task they have within the company so it makes the job a lot easier when trying to connect with someone to solve a problem. In the past, our former system was hard to follow because team member roles were not labeled, but that is not a problem with NICE.

Usability

I give Nice an 8 rating because of its simplicity of use and training. It did not take long to understand the software as there is not much difficulty and everything is easy to follow. The function of MAX is also very nice, it is the main tool used by us to make calls and connect the team together. The score was not a full 10 because the screen does timeout from time to time, which makes me log in through NICE all over again.

Reporting Capabilities

NICE is very efficient with reporting; the results and reports are delivered rapidly between team members. The reports are very great for determining which areas of the business we can improve and which areas of the business we are doing great at. The ability to also view the status of certain members is great because it lets us know when they are available.

Products Replaced

Not Sure

Other Software Used

Slack, TriNet, LivePerson LiveEngage

Likelihood to Recommend

NICE has suited our company by being able to chat through different departments. For example, if a customer messages us through our website, and they are trying to make a payment on their account, we can connect with our supervisors through NICE and have their account enabled, as well as connect with the Finance Team to collect the funds from the account. NICE is helpful with connecting us with the people we need in order to work more efficiently.

My Daily use of NICE inContact Software

Overall Satisfaction with NICE inContact CXone