Item: NICE CXone
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

I have been using NICE inContact for the last 2 years very actively. We are currently using it with Fuze and they are working together quite well without problems. We are a technical support team with different language skills. NICE inContact lets us configure language skills to agents seamlessly. Also, creating queues for teams, transferring calls, and managing calls all work without any problem at the moment.

Pros and Cons

Language skills matrix
Different call transfer options

inContact is integrated into Salesforce in our case. The phone numbers of customers can not be copied from inContact directly.
Downtime should be reduced.

Return on Investment

As I am only user, I cannot comment on this for now.

Customization

Flexibility to customize the software makes it so much easier for teams to cooperate with each other. NICE inContact has so many options for creating customized reports.

Usability

It is very user friendly, I would say. You need to spend an hour maybe to familiarize yourself. Then using it very is very easy.

Reporting Capabilities

NICE inContact has good ability to create customized reports.

Products Replaced

Other Software Used

Fuze, Salesforce CMS, Microsoft Teams

Likelihood to Recommend

NICE inContact is well suited for big corporations with different departments, different queues, and language skills can be created according to demand. Also, all agent conversations are saved and accessible. They can be tracked at any time. It makes it so much easier for teams to cooperate with each other in big companies.

NICE inContact review from a daily user

Overall Satisfaction with NICE inContact CXone