Item: NICE CXone
Rating: 9
Author: Arron Koffman

Use Cases and Deployment Scope

NICE inContact CXone is used by one department. It solves the problems of monitoring and supervision. It allows a close look into problem calls as well as routine ones.

Pros and Cons

Allows for supervision
Allows for flexibility
Easy to use

Timing issues--it goes to "unavailable" too quickly
Crashes occasionally

Return on Investment

Allows for close monitoring of calls
Not time-efficient, there are repeat calls
Overwhelming number of options

Usability

I rate this based on the overall strength of program, plus its ability to monitor calls.

Reporting Capabilities

I appreciate having access to real-time dashboards.

Products Replaced

Likelihood to Recommend

NICE inContact CXone is well suited to a call-in center. It's not flexible enough to use in other tasks.

Flexible and professional

Overall Satisfaction with NICE inContact CXone