Item: NICE CXone
Rating: 5
Author: Jaenin Juanillo

Use Cases and Deployment Scope

With the pandemic, NICE inContact helps us listen to our agents' recordings virtually. It helps us monitor how they are handling customers' inquiries. Although it has its ups and downs, it has proven itself beneficial to us and to other users to monitor our agents. For the BPO side, NICE inContact is being used by the whole organization. I believe this is also being used onshore.

Pros and Cons

Records phone calls
Provides service-level insight
Has talk time

Filter searches by hang-up side
Generate reports
Could add slow motion/fast forward when playing calls

Return on Investment

It keeps the BPO industry running.

Customization

We had tried customizing the reports but it's very tedious since it is not user-friendly and does not provide a clear definition. It's taking us some time to filter searches but it's not giving us satisfactory results, therefore affecting our efficiency in managing work and researching things.

Usability

NICE inContact has proven itself beneficial during the pandemic where everyone must work virtually to ensure safety. It's pretty basic though, limited to listening to calls, and it's hard to use when you're trying to customize your reports since it is not user-friendly.

Reporting Capabilities

I will give it a four as of sending since we were not able to customize any reports but were able to use the dashboard that gives us insights about the service level. My rating would be better if the dashboard showed a summary of all skills on a month-to-date basis.

Products Replaced

Not Sure

Likelihood to Recommend

NICE inContact CXone does not have the option to generate reports based on a filter search. For example, searching an agent's history of calls showing how the hand-up side description. It will give you the contact history but you cannot narrow it down based on the hang-up side description.

NICE inContact CXone Review

Overall Satisfaction with NICE inContact CXone