Item: NICE CXone
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

NICE inContact is being used across the business as an ACD for all our inbound call taking departments, as a dialer for our outbound sales departments, a feedback management system for our customer experience, and as a workforce management tool to ensure agents are in adherence picking up the calls presented to them from the ACD.

Pros and Cons

Allows us to automate call routes
To link agents to their TM across multiple NICE systems
Quickly change skill and proficiencies for different inbound lines

Interaction between the different systems, a shining example being Satmetrix and central (How many calls got launched?!?)
Allow for more customization in the reporting with only 1 version of the truth
The ability to report on transfers and where they go to

Customization

To overcome the lack of trackability for call transfers, we have built our own report to backwards-engineer where a call comes from and can there identify if the call was a transfer. We have custom scripts for times of high volume, training, and now a pandemic. We also have to build a report in CXone to run a report for the number of surveys launched based on post queue.

Usability

There are a lot of parts to the system, which make the job easier and make the reporting of simple stats such as call volumes easy, but there are also areas that do the opposite and force work-around reports to work around the problem.

Reporting Capabilities

The "out of the box" reports are very generic and are clear one-shoe-fits-all (for contact centres) solutions. They work and they do the job required of them. However, there are some serious lacks in custom reporting, one major one being the inability to report on the same metrics in the prebuilt report but with more than 1000 rows in the custom reports.

Products Replaced

Not Sure

Likelihood to Recommend

NICE inContact CXone is well suited to a contact centre/operation that predominantly takes inbound calls with limited outbound work. Call path bundles need to be bought to allow for concurrent calls and will be stopped if not. Transferred calls aren't the easiest to report on, but reporting on overall calls for a day, where they came from and on what line is easy to do.

NICE inContact CXone Review

Overall Satisfaction with NICE inContact CXone