Item: NICE CXone
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

NICE inContact allows us to keep track of agents across the whole company and use one platform for management. We are actually expanding the tool to other departments due to the success we have had and the ease of reporting and managing.

Pros and Cons

Supervisor view with ability to listen to calls, monitor, barge is very handy.
Ability to pull custom reports by technician, group, or campaign
Survey ability at the end of a call is great to see how agents are doing with customers.

Multiple RingCentral Apps
Too many admin portals and tools
Max App needs permissions and Station ID entered repeatedly

Return on Investment

Simplifying call and phone procurement process
One place for all phone-related issues
Ease of deployment and return of assets

Customization

The ability to create custom reports and mail them as needed is a standard feature that is appreciated. Great reporting tools. Survey tools to keep track of customer responses.

Usability

Give it a try. The feature set far surpasses many of the competitors, and it is a great product for technicians. Good features to keep track of and help your service.

Reporting Capabilities

Max allows us to know when and how calls are handled and gives us the ability to listen and coach agents. I use the reporting features often and find them great to see what and how agents are using the system, when they are calling, who, how long, etc. We can keep track of and monitor our remote workforce to ensure they are on the phone and helping our customers.

Products Replaced

Other Software Used

ManageEngine ServiceDesk Plus, ManageEngine AssetExplorer

Likelihood to Recommend

NICE inContact CXone has many of the reporting tools that I need and a lot of ability to pull custom reports by technician, group, or campaign. Survey ability at the end of a call is great to see how agents are doing with customers. The supervisor's view with the ability to listen to calls, monitor, and barge in is very handy. Getting call recordings to train and educate techs is great. It helps us all be better. Not a failing per se, but we don't use some of the features. Once we get it all integrated, I think it will be the best system we have used to date.

Great features for call center and reporting tools

Overall Satisfaction with NICE inContact CXone