Item: NICE CXone
Rating: 7
Author: Verified User

Use Cases and Deployment Scope

InContact is primarily used by Customer Service for inbound calls. Every call is recorded with InContact, which allows us to assure the quality of our service.

Pros and Cons

Record calls
Display phone numbers so that we can find the customer before the call even starts
Allow us to disposition and keep track of calls

It would be nice if I could locate the day's call record
If the contacts list were alphabetized and shorter; there are a lot of departments duplicated or listed that we don't even use.
If the dispositions were more clear.

Return on Investment

I'm not sure how much we invest in it, but it's the core of Customer Service.
It allows us to work from home. Since working from home it can occasionally drop calls or cause static.

In my position, I don't customize the platform. That's done way above me. I know they are constantly changing the disposition options based on need, which is nice. I believe they have also changed some contact options as well as priority (i.e. people who work emails are at a lower priority). I think the way they have customized it makes sense, but I can't speak to any limitations.

Usability

Very few things in the world are perfect, but it was pretty easy for me to pick up when I first got here. Then again, InContact has gone through a couple updates in the past three years so I'm not sure how easy it would be to learn now.

Reporting Capabilities

I don't use InContact for reporting, but the Quality Assurance supervisor is always discussing the callback rate, disposition rate, time to answer, and many other stats that can only come from InContact. It's a part of every Customer Service member's monthly meeting with her, so it seems to do it's job as far as reporting goes.

Products Replaced

Not Sure

Other Software Used

Slack

Likelihood to Recommend

For my job, primarily dealing with vendors and customers, it's always appropriate. For some other positions that primarily work internally (i.e. Quality Assurance Manager, Customer Service supervisor, etc) it's a little less necessary. They pretty much only use it to confirm information that was provided, take notes for improvement, etc.

Good, but room for improvement.

Overall Satisfaction with NICE inContact CXone