Overall Satisfaction with NICE inContact CXone
We use NICE for scheduling and for our phone system and all of its features. It is currently being used by our Level 1 support team and for the team leads. It has helped with keeping a better connection to the phone system without having to constantly be connected to a VPN.
- Simple user interface compared to other programs
- Connection is very stable
- Make tasks and organizing a lot easier within the program
- Setting a time for a commitment was confusing to use.
- Unable to accept calls sometimes, even when connected to the internet
- Smaller window to answer calls easier
This is what makes NICE better than the previous phone program that we were using. The customization is so simple to set up and/or to request. It looks like Trimble has set everyone to be using the same program other than the team leads who have a little more access than level 1 support.
The overall usability has been a great experience. It is very simple to use, anyone new to it can understand to use it within a week of using NICE. As stated before, it's nearly perfect and if there are more features that can be added to it, then I don't know what else to say since it is working fantastic at the moment.
I haven't used any of the reporting, which could be due to the fact that I am only on level 1 support. I am not entirely sure if it is different for level 2 support. But the real-time dashboards are a neat feature. I can check it anytime when working or on a call.
Yes - I think it replaced the SIP phone. There were connection issues to it having to be connected to the VPN all the time. Ever since switching to NICE that has improved drastically. Since we switched over I have never had an issue. The only real issue I had was when I would connect from my home's internet.
NICE inContact CXone is definitely a program that can eventually lead to many companies using it. It is nearly perfect with all of its features and its user interface. I like the fact that it is a web-based program, which makes it easier to use anywhere you go without having to bring all of your work equipment.