Item: NICE CXone
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

Our Contact Center uses NICE inContact as a telephony system. Management utilizes NICE inContact for different things such as workforce management and reporting, gathering customers' feedback through surveys, etc.

NICE inContact's interface is really straightforward and easy to use. Our agents do not have any difficulty navigating the site. NICE inContact also has great support and customer service is always there to assist if there are any issues.

Pros and Cons

Ease of Use
24/7 Customer Service Support
Intelligent Reporting

Availability of online training to onboard new users
Shorter queue time when contacting Professional Services

Return on Investment

Improve Customer Satisfaction
Improve Reporting
Improve Business Intelligence

Customization

We were able to customize reports to provide better business intelligence. This helps us effectively manage our business. For example, the call arrival pattern helps us manage staff, make decisions regarding our hours of operations, etc. Also, with the help of Professional Services, we were able to customize our call scripts, which improved customer satisfaction.

Usability

NICE inContact is very easy to us--it is not difficult to onboard new users. Also, it can easily be customized to suit the needs of your business--things such as reporting, call scripts, etc. And lastly, support can easily be accessed by either chat, call, creating a ticket, etc.

Reporting Capabilities

There are pre-made reports that can easily be accessed. These pre-made reports are commonly used reports by operations. However, there is also an option to customize reports to provide better intelligence. It's easy to use and you can just play around with the data. However, if it's your first time, then Customer Service is there to assist you.

Products Replaced

Likelihood to Recommend

Since our department is pretty small, management and support are limited. Therefore, we do not have a dedicated workforce analyst or manager to assist us with staffing, scheduling, etc. NICE inContact has premade reports that can greatly assist management to generate the needed reporting, etc. to do this. You can also customize the reports, which really helps.

NICE inContact CXone Review

Overall Satisfaction with NICE inContact CXone