Item: NICE CXone
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

We use it for day-to-day customer/business service needs so it's very frequently used across the whole organization. We do not use another platform. It addresses our needs for calls, monitoring, adherence, call referencing/recording, rep scorecards, and time management.

Pros and Cons

Ease of use.
Easy reporting.
Generally great call quality.

Delayed caller ID info to identify the type of call being received by 5 or 6 sec after it comes in.
Would be nice to have call integration into our loyalty applications to minimize copy/pasting.
Would also like to have better ringtone/notification options.
Would like to be able to answer each call instead of auto-accept only.

Return on Investment

Increased satisfaction for consumer user experience.
Decreased wait times by ability to monitor queues.

Customization

Usability

The usability is pretty solid given that it's easy to navigate and the locations for reports, agent details and phone toggles are easy to read/find. It's not overwhelming. It takes less time to train an agent how to use the system due to this.

Reporting Capabilities

It has most of what we would need but it would be nice to see in live time how many calls we've taken.

Products Replaced

Not Sure

Other Software Used

Salesforce CMS, Cisco Mobility Express, SAP Adaptive Server Enterprise (ASE), legacy

Likelihood to Recommend

Best suited for call center environment where there's a medium call volume but it does tend to crash frequently when there's a higher volume. I would highly recommend for a low-medium call volume environment.

Great in a lot of areas, but not all the way there.

Overall Satisfaction with NICE inContact CXone