Item: NICE CXone
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

NICE inContact CXone is used company-wide. Another department was testing out a different platform (Cisco) and they had determined as of now NICE inContact CXone provides features better suited for our line of business. The platform is beneficial in that employees can contact each other by name instead of having to rely on extension numbers.

Pros and Cons

Transfer
Lead provision/pop-up feature
End call confirmation
Additional features can be enabled or disabled

Help menu needs a lay version
Occasional dropped call
Occasional freezing in disposition

Return on Investment

Provides a common platform company-wide
Provides more than enough features
Smooth operation
Occasional error

Customization

I have used the dashboard to add different call statistics and organize them to visualize in a manner that makes the most sense to me. Helps to keep aware of what to expect. Awareness helps with being prepared.

Usability

NICE inContact CXone provides a common-sense dialer and dashboard. Some of the features I am unclear on but familiar features are clearly represented and provide a quick time to get the feel for it. There is an occasional error but it is not very common. There is a 30-second delay before the Bria dialer disconnects (company-specific adaptation) so if I take a new call before it disconnects I can start to get silent calls where I typically restart to resolve. This may just be a feature that needs to be adjusted.

Reporting Capabilities

The dashboard I have access to provides current call statistics with regard to current agents, calls, and trends. I currently don't have access to or am unable to locate my call history statistics but they just may be something I don't have access to as there are many features managers/IT can enable or disable.

Products Replaced

Yes - Another department was testing out Cisco and they had determined NICE inContact CXone was preferred so they switched back to NICE inContact CXone along with the rest of the company.

Other Software Used

Citrix Virtual Apps and Desktops (formerly XenDesktop)

Likelihood to Recommend

NICE inContact CXone is suited for any business where multiple departments may need to transfer the caller to each other. If you are a smaller business the functionality may be overkill. There are various ways the system can be set up to meet your needs from what I have seen.

NICE inContact CXone Review

Overall Satisfaction with NICE inContact CXone