Item: NICE CXone
Rating: 10
Author: Kevin Vega

Use Cases and Deployment Scope

We currently use NICE inContact CXone for data analysis throughout different vendors around the world. We use it for generating interval reporting, whole day analysis, and creation of new users (agent skilling).

Pros and Cons

Data analysis
Real-time monitoring
Raw data generation

User-friendly hub
Quick-start guide

Return on Investment

Quick data analysis
Easily retrieve data from agent calls

Customization

We've added scripts for skilling for a large number of new agents needing to be skilled. This has optimized the amount of time that has to be taken to complete these tasks.

Usability

I give it this rating because it lacks a quick-start guide, which would be helpful.

Reporting Capabilities

It provides a lot of tools throughout the reporting analysis compared to other tools available in the market.

Products Replaced

Other Software Used

Oracle CX Service (formerly Oracle Service Cloud)

Likelihood to Recommend

NICE inContact CXone has been helpful in generating new reports. You can easily retrieve data from agents. NICE inContact could improve the ACD tab where it would be helpful to have a quick-start guide.

NICE inContact CXone Review

Overall Satisfaction with NICE inContact CXone