Item: NICE CXone
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

Nice inContact is used by multiple departments. Sales and collections being being the primary user. Our Compliance Department audits both departments and I find the process to audit easy to use especially for live call audits. The only issue with the system is the "Look up" option is not simplified enough as you need to have knowlege of whether the customer called in are received a call from one of our departments in order to locate the specified call. This is difficult as our team will have ongoing calls back and forth with the customer in order to finalize documents and it becomes difficult to identify the calls to audit.

Pros and Cons

For Auditing Purposes live audit listening is easy to connect
Collecting Data -call times and number of goal times
Call take overs

Look up by answer or call out -should be able to locate a number seperately
Live calls does not have the customer phone number attached unless they call in
The phone key pad does not sync with the number pad on the keyboard

Return on Investment

Positive impact-compared to our previous system, our agents are more compliant due to live audits and our risk has dropped drastically.

Customization

We have our own system with scripts and training information available. Unfortunately, we do not utilize this portion of the software for this reason. We are still in debate if and how this can help us in the near future. We will be sure to follow up at that time with any results.

Usability

Compared to our previous phone system, the look-up, the options, tracking, and auditing have improved significantly. We have much more to explore as our business is still growing and we have not yet scratched the surface of what this software can offer but as we are growing and learning, we are very satisfied currently.

Reporting Capabilities

I do find the reporting and exporting reports to be a helpful tool to use during our audits. It helps me to sort and compare multiple csr users weekly. I export weekly reports of multiple agents but again the system builds the reports seperately for incoming and outgoing calls which does make an extra steps in reporting.

Products Replaced

Yes - Previously our phone system was Ring Central in which we replaced with InContact so that we could run efficient reports and perform daily call audits. That system was nice when we were a smaller and upcoming business but now that we are a larger company Nice InContact has surely been the better option.

Likelihood to Recommend

We are able to track all calls in real-time on the phone and in the queue waiting. Moving our team members into appropriate status by the call loads especially when transfering calls to other agents and they system allowing us to control whether they are in an active status that will keep them from receiving an inbound call.

NICE Review

Overall Satisfaction with NICE inContact CXone