Item: NICE CXone
Rating: 7
Author: Ashley crowe

Use Cases and Deployment Scope

I love NICE inContact. It's very user friendly and easy to use. I used it even before they officially launched the new one back in April.

Pros and Cons

Tells me how many practices I have taken vs others.
Tells me who on my team is available and off the phones without going to other parts of the building to check
It tracks the calls I have taken for the day in case I need to call someone back.

The hold feature--when I go to put someone on hold sometimes I have to hit it a few times.
When we have 6+ calls coming in and I disconnect with one patient and another is coming it, it throws me into refused automatically.

Return on Investment

Most of the representatives are so nice, especially Dominique when transfering calls to our office.

Customization

Yes, when an incoming call comes in, it tells me for which practice a call is coming in.

Usability

NICE inContact CXone is very user friendly.

Reporting Capabilities

I wish we were able to pull calls and listen to them again.

Products Replaced

Likelihood to Recommend

Using NICE inContact CXone, when I need to put someone on hold, I can put them on hold, call a nurse, and I can disconnect with the nurse without hanging up on the patient.

My NICE inContact CXone Review

Overall Satisfaction with NICE inContact CXone