Item: NICE CXone
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

NCIE inContact CXone is being used to handle customer support calls across the entire organization. It handles call management and routing for all incoming lines with a phone tree. Additionally, it is being used for all reporting and planning that used some combination of the call data and the call handle data.

Pros and Cons

Flagging call issues
Handling call flow
Enabling remote work

Call history data

Return on Investment

Less downtime when updating phone settings
Simplifies planning human capital needs

Customization

The customized reporting has allowed simple real-time and historical dashboards to be set up for individual contributors without the need for external software, or additional technical know-how. This allows each person to take greater responsibility for meeting the defined SLAs and minimum standards without the need for managerial intervention outside of extreme circumstances.

Usability

All elements are easy to use with minimal training. The system is highly intuitive and the initial setup, as well as maintenance and modifications, is easy to train a person on. New employees typically only spend 10-15 minutes on NICE inContact training before they are ready to use it to take and place calls.

Reporting Capabilities

I use inContact's reporting capabilities for real-time personal analytics and team analytics as well as resource planning for future call center needs. Additionally, I've created several real-time dashboards for various teams to monitor key performance indicators and metrics. All of this has been easy and intuitive to set up and maintain.

Products Replaced

Yes - The full previous system was before my time, so I don't have the experience or the data to answer this question sufficiently although I'm sure cost and flexibility were the most significant drivers of the decision as well as it coinciding with a refresh of our telephony hardware in the main office.

Other Software Used

Microsoft 365 (formerly Office 365), MS SharePoint, Anaconda

Likelihood to Recommend

NICE inContact CXone is particularly well suited to building and managing phone trees to route incoming customer calls. It is easy to manage in a rapidly changing environment, and it can be modified or reconfigured on the fly as needed with minimal to no downtime. Occasionally, calls will appear to get stuck in a state, but this is an issue with the UI and the calls are terminating as expected.

Great product!

Overall Satisfaction with NICE inContact CXone