Item: NICE CXone
Rating: 8
Author: Verified User

Overall Satisfaction with NICE inContact CXone

Use Cases and Deployment Scope

NICE inContact CXone is used by our customer care department, which includes phone, email, and chat communications as well as our Quality Assurance and Customer Experience team.

Pros and Cons

Pros

It gives us real-time data as to what our agents are doing and what state they are in.
We can pull call recordings easily.
We can use the soft phone via the internet to work from home.

Cons

The fields that we use to pull recorded phone calls are not responsive at times.
It would be nice to have a Quality Assurance monitoring form built in.
It would be nice to have a way to randomly pull calls.

Return on Investment

I am not in the finance department, but it has lowered our first contact resolution.
We can do more with fewer staff.
We had to pay for other platforms to get the evaluating forms we need.

Our in-call center servicing dashboards give our phone agents real-life data without giving them too much so they don't practice bad behaviors like call avoidance. We don't use customized scripts at all.

Usability

It is intuitive and user friendly. I would like to have access to more reports without having to talk to a manager in workforce services.

Reporting Capabilities

I have never had a problem getting the data that I need from NICE inContact. It would be nice to have it in a fashion that is downloadable to Excel and to format it into performance dashboards by team.

Products Replaced

Not Sure

Other Software Used

Bridge, Stella Connect, Zoom

Likelihood to Recommend

NICE inContact CXone is great for the call center environment but it is challenging at times when using it for QA purposes. We have to use other programs to supplement and get the functionality we need for our department.

NICE CXone Feature Ratings

Comments

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Great starting point for Quality Assurance