Item: NICE CXone
Rating: 6
Author: Anallyn Taban

Use Cases and Deployment Scope

We use the tool to record calls, emails, and/or chat sessions. We are currently in the migration phase to NICE inContact as our new application. It addresses the problems in the lack of 100% recording when investigating transactions for the quality department.

Pros and Cons

Ability to download calls
Ability to play calls through other tools like 8x8
User-friendly navigation

Inability to measure actual hold time per attempt, which is important for the call center.
Application crashes from time to time
When idle, NICE inContact gives an error when tying to refresh.
Instances of clear recording but agent could not hear caller.
Delay/Sync issues when agents answer calls affecting QA scores.

Return on Investment

Positive in the sense that calls/chats/emails are available any time.
Negative in the sense that there still some functionalities we need but they're not in NICE inContact.
Positive as we're still in the migration phase so our Voice Services Team will likely advise us of any updates/upgrades such as screen recording/uploading our QA forms where needed.

Customization

Honestly, I have not yet explored the reporting side of NICE inContact since I am focused on call evaluations for my team.

Usability

We are still in the migration phase, thus I really cannot say much but I am confident in the potential of this application.

Reporting Capabilities

I have not used NICE inContact for reports and/or dashboards.

Products Replaced

Yes - NICE recording tool: I think the go-forward route for our organization is to maximize cloud-based applications.

Other Software Used

NICE inContact CXone, 8x8 X Series (Formerly Virtual Office)

Likelihood to Recommend

We have been using NICE inContact CXone for about 5 months now due to the pandemic. There are still opportunities for this application to improve and maybe proper orientation for us would greatly help. Example: When listening to the recording we can hear the caller but the agent isn't stating there is static on their end thus we could not identify where the issue is. Another example is that a call is suddenly disconnected even though the agent has a strong internet connection.

In the Eyes of Quality

Overall Satisfaction with NICE CXone (formerly NICE inContact)