Item: NICE CXone
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

NICE inContact CXone is the cloud-presence platform that tracks all our contact center employees. The innovative cloud center always keeps us up to date with automatic upgrades. It manages ALL our voice services. What I love about the system is that we have a choice between using a phone or using the integrated softphone. I plug my headset into my computer and have perfect sound quality!

Pros and Cons

Leading cloud-presence platform that tracks all employees
Manages all our voice services
Allows employees to choose between using a phone or using the integrated soft phone
Allows employee to call back dropped calls

Easier ability to make necessary outgoing calls

Return on Investment

The DEO has been able to utilize a large staff to handle a huge overflow of currently unemployed individuals.
We have been able to get benefits for over 98% of our claimants.

Usability

It is so easy to use.

Reporting Capabilities

Ability to monitor calls and for supervisors to drop in on calls to assist agents.

Products Replaced

Not Sure

Likelihood to Recommend

NICE inContact CXone is a wonderful system that is used by the Department of Economic Opportunity for Florida. The system allows us to use either our own phone or integrated softphone. All calls are monitored for quality assurance, and a supervisor has the ability to "drop into" an employee's call with a customer to help with a particular problem.

My NICE inContact CXone Review

Overall Satisfaction with NICE inContact CXone