Item: NICE CXone
Rating: 7
Author: Keianna Head

Use Cases and Deployment Scope

NICE CXone is how Ryder communicates mostly with our drivers after a breakdown. This line is used quite frequently as well, more than several times a day. Our experience with NICE is a love/hate relationship. There are mostly connection problems that we have. Sometimes the drivers can't hear us. 7/10 NICE is operating correctly and the company loves it. I've been with my company now for 2 years and I can't just give a straight complaint about NICE.

Pros and Cons

Record calls.
Shows other agents status.

The agent leg should connect automatically.
Each line should be assigned a specific number.

Return on Investment

Keeping records of all calls.
Agent leg not staying connected affects my productivity with my job.
Keeping track of my productivity.

Customization

Ryder has not personalized NICE at all. We do have scripts but they are not personal, we say the same thing just about every call.

Usability

NICE isn't a bad investment for companies. All call center jobs should use NICE for professional reasons. This is a great source to use while doing this type of job. Like I said previously, NICE is how my company runs. We have to have phone lines to do our jobs. If the lines are down, we can't do anything.

Reporting Capabilities

Products Replaced

Other Software Used

Salesforce Community Cloud

Likelihood to Recommend

NICE is actually how my side of the business runs. If we don't have the phone lines then we can't do our job. The drivers have to be able to call in to report each breakdown. Since I've been with my company, NICE hasn't caused too many severe problems. But when NICE is down, it's down for hours. I do feel since technology is improving daily, NICE should offer more ways to communicate with the driver other than a verbal conversation. Ex. text, emails.

NICE is many things...

Overall Satisfaction with NICE inContact CXone