Item: NICE CXone
Rating: 8
Author: Rashunda Winters

Use Cases and Deployment Scope

NICE inContact CXone is being used at my current job position for being able to service customers and keep track of our productivity. Yes, the entire Fraud department uses this system every day. Business problems it addresses include being available and ready to assist our customers 24 hours a day, 7 days a week.

Pros and Cons

Keeps track of productivity
Keeps track of breaks and lunch
Easy to answer calls

It tends to crash at 6:00am.
Sometimes when trying to accept calls, it doesn't work.

Usability

I use NICE inContact CXone on a daily basis and for the most part, it's fine.

Reporting Capabilities

Sometimes when it crashes, it does not give the most accurate numbers, and then I have to do research and explain to my supervisor, which happens pretty frequently.

Products Replaced

Not Sure

Likelihood to Recommend

NICE inContact CXone is well suited when it comes to being able to view my colleagues' availability if I need to reach out to them. NICE inContact is also suited well when it comes to knowing how long calls are and how many calls are being taken.

NICE inContact CXone for daily use

Overall Satisfaction with NICE inContact CXone