Item: NICE CXone
Rating: 9
Author: Jorge Nieto

Use Cases and Deployment Scope

NICE inContact is used by our organization to receive phone calls from claimants that need assistance requesting unemployment benefits. inContact is a nice tool to receive business calls. The call handling quality of inContact is really good if you ask me. It's very easy to use and extremely helpful when redirecting phone calls.

Pros and Cons

Easy way of keeping track of worked time
Excellent call quality
Very responsive hold feature

Software glitches not too often
Redial button should always be available after a call drops
There should be a longer wait for agents to input notes.

Return on Investment

Don't really know, not the owner of the business/agency

Usability

I give it that rating because I find it a very simple tool to receive phone calls that are coming in from claimants. It is extremely easy to put someone on hold. It barely ever glitches, and I don't have to punch in a timecard or anything so that my employers can keep track of the time I work.

Reporting Capabilities

I don't really have to do that. The only thing I can do is leave a note based on what was done with the caller. It is a good way to record the progress and work that was done with the caller. Overall, inContact is a great tool to leave notes and comments.

Products Replaced

Not Sure

Likelihood to Recommend

It is a great tool for companies that have to handle a high call volume, such as telemarketing companies, companies that have customer service involved in their services, and government agencies where customer service is key.

A great tool to stay inContact with callers

Overall Satisfaction with NICE inContact CXone