Item: NICE CXone
Rating: 5
Author: Verified User

Use Cases and Deployment Scope

We are using this program for calls and handling customer service issues and requests across the whole organization. It also allows for employees to work remotely and collectively within the organization to stay connected at all times. It has also broadened the span of the radius to be able to connect with others easily.

Pros and Cons

Calls holding and time period they have been holding.
Caller id.
Agents on line.
Counter to allow to see how long you've been on a call.
Stats.
Reporting any issues or problems that may have arisen during a call.

Dropping calls.
Connection strength.

Return on Investment

Has made remote working greater.

Customization

It has made business run a lot smoother then previously for employees.

Usability

It is very user friendly and easy to understand the components of the program, easy for agents to use and access on a daily basis.

Reporting Capabilities

The ability for you to report any problems are very easy to access and very easy for you to follow and report any issues or bugs, or problems very easily

Products Replaced

Yes - It made it so that remote work is easier and gave agents more mobility.

Likelihood to Recommend

It's very well suited if you have a great number of employees within your organization, not really sure how it would work with a small organization with few employees or if it's worth them having.

Agent review

Overall Satisfaction with NICE inContact CXone