Item: NICE CXone
Rating: 4
Author: Nathan Geno

Use Cases and Deployment Scope

Over our dealer order management, as well as warranty and parts. We take calls from our customers to place orders. As leadership, we track our employees' work as well as pull calls for audit purposes. We are able to see real-time calls holding, as well as who is working what calls and emails.

Pros and Cons

Tracking calls holding
Allowing for pulling previous calls
Tracking what calls/emails are currently being worked.

Connection issues seem to happen quite a bit. Does not seem to operate very well with our network.
Times on calls and length of calls are not very accurate. Seems to have quite a few bugs.
System notifications are not very helpful as they do not function consistently.

Return on Investment

Being able to track calls for audit purposes to investigate problem cases
Not being able to pull emails; having to access through our internal accounts
Being able to track volume over given periods of time

Customization

This has allowed us to be able to pull data that is specific to our needs. We want to be able to cater to the changing format of our business, and this has allowed us to be able to do so in a more real-time scenario and with quicker response times.

Usability

It is a good product. However, the negatives at times make the system unusable. An interruption feature often locks up our calls, making it very difficult to support our real-time chat in addition to calls and emails. This is a new feature, which we are very proud of. However, it makes it very difficult to showcase when we have to log out of the system.

Reporting Capabilities

This feature works great and allows for a quick response to our needs of being able to track data. We can also pull the information we need to be able to report out the needs of what is being reported by our dealers. Additionally, there is also the ability to track our employees' work, which is useful.

Products Replaced

Likelihood to Recommend

NICE inContact CXone is good for being able to manage call queues, as well as being able to track employees' work and progress throughout the day. Additionally, it's able to track calls previously placed. Listening to them and measuring the volume of calls over given periods of time are useful aspects as well.

It's not very useful to track older calls. There is not a very long archive for previously placed calls.

A program with promise, but some glaring weaknesses as well.

Overall Satisfaction with NICE inContact CXone