Item: NICE CXone
Rating: 7
Author: Verified User

Use Cases and Deployment Scope

NICE inContact CXone is being used across the whole organization. We were able to move away from regular phone system that would constantly go down but with NICE we are able to continue to help our customers. Nice has also helped our company move to a work from home status during this time of COVID-19.

Pros and Cons

Clear sound
Easy to use
Can be used with just an internet connection

Does have a lot of connection issues
Would like to be able to keep the MAX window in front of other windows at all times.

Return on Investment

This has helped us to better assist customers.

Customization

I am able to create a list of agents that I support to see who is online and taking calls and who is unavailable.

Usability

There are still a few things that need to be fixed but overall it is a great program.

Reporting Capabilities

Does not apply to my usage

Products Replaced

Yes - We were using Avaya phone, and it was replaced so that we could move away from having a hard phone for agents.

Likelihood to Recommend

NICE inContact CXone is great for work-from-home customer service jobs and call center jobs. This could also be great for in-house customer services or call center jobs. I also think that a doctors' office could benefit from inContact, it would be an easy way to transfer patients to different doctors' nurses or departments like billing.

Great platform for call centers

Overall Satisfaction with NICE inContact CXone