Item: NICE CXone
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

We use NICE inContact CXone in all of our customer support departments across the company as well as in two of our subsidiaries. In the US alone, we have over 100 users, and we have several others in Latin America, Canada, and across Europe.

We use it for our workforce management for our customer support and contact centers. this includes agent management, scheduling, and staffing/call demand forecasting, Digital First Omnichannel access, as well as our IVR and phone system.

We use NICE inContact CXone a lot in our metrics and reporting. We have individual daily reports for agents as well as agent weekly reports. We also use it for a broad spectrum of reporting for our call data, agent data, agent quality/call quality reporting, and other uses. it has been key in our growth and the visibility it offers in real-time is great for our needs.

Pros and Cons

Call demand forecasting
Agent scheduling tools, allowing agents to view their schedule and time off
Reporting, including custom reports and mass data reports

Personalized agent ranking for shift bidding process.
Scheduling a Saturday rotation--custom rotation schedules that are not manual
Improved and consistently updated tutorial videos

Return on Investment

Increased agent visibility and ability to change call skills when needed
Increased control on call priorities
Increased visibility for our agents to view call demands, queues, and stats (wallboards)

Customization

Custom reports are a great tool. We are creating custom reports daily, and it has allowed us to identify additional areas of improvement or breakdown our KPIs into more specific goals.

We have enjoyed using the custom quality plans and forecasting based on our needs and on different scenarios. The forecasting allows us to run several if/then scenarios for staffing.

Usability

For the most part, the software is pretty intuitive for basic users. However, when working with custom reports or more difficult tasks we find ourselves digging through the data dictionary often to find exactly what different things might mean. While we have had the option to customize some things, it has been difficult at times as we wait for support for several weeks to correct or test issues we may be having.

Reporting Capabilities

The dashboards are easy to read and set up. It is a lot like using a basic app on your phone or computer. There is a very large amount of data available to you through the reporting and it allows you to filter nearly every metric or number to give you a more customized report that is clean and usable without major adjustments.

Products Replaced

Not Sure

Other Software Used

SpiceCSM, Fuze

Likelihood to Recommend

We have only used it for contact center management and it has worked very well for us with the exception of a few things that we dislike. However, for a contact center that is more fluid and has more agents than we do it would most likely work better for them. We are only open for 12 hours a day, so our scheduling is limited to those times. Other contact centers that are open 24 hours and don't assign permanent schedules for their agents may use the scheduling features more than we do.

Reports that work and call forecasting that actually means something

Overall Satisfaction with NICE inContact CXone