Item: NICE CXone
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

NICE inContact is being used broadly by our organization as replacement for a contact centre solution previously provided by another company. It is helping to provide support to our clients, especially during work-from-home times.

Pros and Cons

Intelligent IVR
Real-time support
Intelligent ACD
WFM

Skill grouping other than campaigns--we run about 300 skills that are hard to change one by one

Return on Investment

We used to have multiple telephony providers and moving all to NICE inContact CXone platform gave us big savings.
The acceptance of the calls went up by about 10%.

Customization

We were able to 1st replicate previous report formatting completely for continuity and then build new ones to fulfill needs we didn't even have before. Clients appreciated the new stats a lot.

Usability

It's great. It has more issues than hard phones do, but having it nowadays with the COVID situation is more than great, enabled us to move to WFH from day-to-day!

Reporting Capabilities

There are very few options I could think of that are not there yet. Amazing tool overall!

Products Replaced

Yes - Avaya. Mostly for financial reasons and innovations.

Other Software Used

NICE Engage Platform, NICE Back Office Workforce Management

Likelihood to Recommend

NICE inContact CXone is a great contact centre solution for an inbound contact centre such as ours. It gives a lot of freedom for the allocation of skills and measuring performance--much more than any other tool we have ever used.

Great value and a fantastic contact center solution

Overall Satisfaction with NICE inContact CXone