Item: NICE CXone
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

At the moment inContact is being by a lot of our scheduling departments, more specifically for my department directly it is being used to both answer incoming calls and make outgoing calls for multiple locations in the metro Denver area. It has allowed us to centralize our scheduling departments at existing locations and new locations that have opened recently.

Pros and Cons

Ability to see how many calls and types of calls that are waiting.
No phone line is needed allowing us to work from home.
Ability to see workflow for other locations and regions.
Ability to give new employees controlled access to calls.

There is not a way to do an extension transfer, we need to type out the whole number which will take some getting used to as before we were only using extensions.
The system does lag when answering a phone call, it does take a little getting used too.
It would be nice to add a feature where we can disposition a call and the system prompts us if we are ready for the next call rather then sending another one through or having to change from available status before completing disposition.

Return on Investment

Ability to work from home.
Ability to increase workforce size.
Ability to prove more help is needed with data to approve additional positions.

Customization

We are able to onboard new employees at a progressive pace more easily, giving access to different or more types of calls as they are ready more easily. Being able to pull employees from other facilities to cross train and help when needed is now also possible where before it was not.

Usability

Some of the staff have had problems with lagging or the system not working correctly so we have to frequently delete cache and cookies almost daily to prevent this from happening. The system only works on Chrome so new users to have download the browser as most of our desktops only have Explorer.

Reporting Capabilities

There are a lot of reports to pull, it can be a little hard to navigate at first, we are able to keep a much closer pulse on breaks, lunches, and productivity. The productivity or calls that are made or taken are not always live, it does take some time for it to be current.

Products Replaced

Yes - Yes it replaced a GNAV system that would track incoming calls, and a hardphone ACD system that was on a NEC phone at our main location. This system was implemented after having the previous one for more than 8 years. Our newer locations started with this system and the transition was easy for them. For our older facilities it was a little more difficult as they are very different.

Other Software Used

Epic Cadence Enterprise Scheduling, Microsoft 365 (formerly Office 365), Microsoft Teams

Likelihood to Recommend

If your team is spread out amongst multiple locations it makes it very easy to track productivity and workflow. If there is limited work space or at the moment if someone is potentially sick working from home it is a very easy possibility. We have a clinic team where the one number call system isn't as effective as each person is responsible for different things resulting in frequent transfers depending on who answers the call and what they need done.

My experience with inContact!

Overall Satisfaction with NICE inContact CXone