Item: NICE CXone
Rating: 10
Author: Bridget Washington

Use Cases and Deployment Scope

We use NICE inContact for our interactions with customers and agents. We also use it to conduct call reviews for customer complaints and for QA. NICE inContact is used also for tracking the agents' times for time adjustments and seeing what aux code the agent is in at the time.

Pros and Cons

Time adjustments
Team tracker
Listening to calls
Booting agents

For the time adjustments to apply towards our time clock

Return on Investment

Time adjustments
Call recording finding could be easier

Customization

I use mine to split up my team. I have my functions set for if they are exceeding lunch, break, and ACW to blink red if the agent goes over. I also use it to listen to agents' live calls and recordings for call reviews and to track the agents' times.

Usability

I give this a rating of 9. Overall, it's a great system to conduct research to track production and the agents' time for signing in and out. The only thing I would change is that it's not easy to find the agents' lunches when doing time adjustments and the time does not transfer over to our time clock.

Reporting Capabilities

The reporting here is very nice. It is up to date. It provides complete and accurate information regarding the agents' stats, and it is way better than what we had in the past. I also like how we can filter the agents' calls and listen to all the calls for that day.

Products Replaced

Yes - It replaced Ayava. Listening was a major improvement in the product. We used to have to wait very long for a call to populate to listen to the call. We didn't have a function to see what aux code the agent was in at the time. Now, we have all this tracking to keep the agents on track.

Other Software Used

TeamSnap

Likelihood to Recommend

I would recommend NICE inContact because it is easier to show agents' productivity with time charts. This makes it easier for teams to divide between SUPs. It has easier transfer functions, and we can now see how many calls are in the queue, who is in ACW, or an unauthorized code without reaching out to another dept. for this issue.

NICE inContact CXone Review

Overall Satisfaction with NICE inContact CXone