Item: NICE CXone
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

NICE inContact is the main tool that we used in order for us to take calls and address/attend to our cardholders' needs. We are also using NICE inContact to monitor calls both live and recorded, and it is such a big help because we can ensure that we maintain the quality of customer service that we deliver to our clients.

Pros and Cons

Interaction Channels - Inbound and Outbound calls
Monitor (Listen) to calls
It has the complete details of the call, which makes it convenient in just one pull-up.

More option to filter (like for contact end reason)
Show the accurate duration of the call without the transfer being captured

Return on Investment

Increased engagements
Business growth
Helps with agents' improvement

Customization

Customizing call types being received helps us to cater to the banks that we provide service for.

Usability

More to improve on creating customized reports.

Reporting Capabilities

It is hassle-free but looking forward to more options for creating customized reports.

Products Replaced

Not Sure

Likelihood to Recommend

NICE inContact greatly helps us to continue with our work, especially during these uncertain times. Working virtually was made possible because of this software. We're able to attend to our clients' needs and requests. It also helps us to monitor the agent's performance to ensure the quality of customer service being delivered.

My NICE inContact CXone Review

Overall Satisfaction with NICE inContact CXone