Item: NICE CXone
Rating: 7
Author: Verified User

Use Cases and Deployment Scope

NICE inContact is used for inbound and outbound calls to give a better and easier report of call information that can be utilized.

Pros and Cons

Detailed call information
Employee tracking
Easy to transfer calls

Too many dropped calls
Lag transferring call to the phone
Refuses calls randomly

Return on Investment

Refused calls and dropped calls have had a negative impact on customer perception of the company.
Analytics available helped shape the layout for departments to be more efficiently utilized.

Calls are routed to different people based on the areas they cover. Have it personalized so people get calls only from the area they cover. Great for filtering the calls and being able to see from which area the call is coming in. If you get a call from an area you aren't primarily covering, you will still know where it is from.

Usability

It has a good base interface but is poorly designed. Having drop-downs and the steps in transferring calls are more complex than it needs to be. The interface could be greatly improved and streamlined.

Reporting Capabilities

Almost every report you would need is available. Able to pull reports in real-time or historical. Gives the company a great availability to see the call trends for the company.

Products Replaced

Likelihood to Recommend

I would say that NICE inContact CXone is only well suited in an environment where call data is very important, such as how many customers are calling in, how long employees are on the phone, how many calls from a certain area you are getting. For a small business, the problems outweigh the benefits of a traditional phone line.

NICE inContact CXone Review

Overall Satisfaction with NICE inContact CXone