Item: NICE CXone
Rating: 8
Author: Dan Burt

Use Cases and Deployment Scope

We use NCIE inContact mostly for our wireless techs that assist end-users in mobile device troubleshooting and support. We support medium to large companies with their mobile support solutions. This includes wireless helpdesk, procurement, MACD, and device logistics.

Pros and Cons

The up time has always been at an acceptable level.
Point of contact has always been helpful with questions or concerns.
The admin side is easy to manage.

Better call pulling capability
Dashboard graphic views for call data

Return on Investment

More flexible for agents not in the office
Softphone usage wasn't met with equipment costs

Customization

We set up auto-generated reports for our internal dashboards for SLA management and review. Also, we set up auto-generated reports to provide to some clients daily.

Usability

It's the most reliable product and user friendly platform we've used to date.

Reporting Capabilities

The reporting is pretty good but the real-time dashboards may not be as helpful for us or we may need more information to better understand them.

Products Replaced

Yes - Former provider of call system and it was due to the former having way too much downtime. The issue resolution time was always very high as well.

Other Software Used

Microsoft Power BI

Likelihood to Recommend

The current softphone was very helpful for my team to roll out during COVID when one of our other platforms had issues. It was easy to set up, train, and transition very quickly to NICE inContact CXone, once the problem arose.

Good quality

Overall Satisfaction with NICE inContact CXone