Item: NICE CXone
Rating: 10
Author: Nathan Olsen

Use Cases and Deployment Scope

We utilize NICE inContact CXone in our technical support department to handle our incoming call queue and to conference or transfer calls between other staff and departments.

Pros and Cons

Call Stability.
Call Clarity.
Visibility.
Reporting.
Statistics and Analytics.

Password changes with the built in sales force applet seem to be problematic.
Sometimes when internet goes out the application gets stuck on 'available' status in the applet and users cannot login again without much trouble like logging in on another machine and then logging out.

Customization

The ability to customize the NICE inContact CXone platform has definitely had a positive impact for implementing the product in a wide variety of support environments with differing needs.

I give NICE inContact CXone a 9 because the applet could be improved for usability a little such as when transferring calls. It could be more clear that the transfer was completed. Sometimes abandoned calls get stuck in the queue and this distorts live stats.

Reporting Capabilities

NICE inContact CXone's reporting has been great to review and compare workload with other employees and gauge my own performance.

Products Replaced

Not Sure

Other Software Used

Salesforce CMS, KeyedIn Projects

Likelihood to Recommend

NICE inContact CXone is well suited for our support team to manage visibility of incoming call load. It's also great for voip based communications. I don't think it'd be a suitable product for lower call volumes but it would still have some benefits for statistical reporting.

Great product, easy to use and implement.

Overall Satisfaction with NICE inContact CXone