Item: NICE CXone
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

We use NICE incontact CXone across most of the organization. We use it to communicate with our students, also to run outreach campaigns, keep track of daily performance, and allows communication across departments. We also use it to listen to our employees for quality assurance purposes. It is a big part of our organization.

Pros and Cons

Retrieving data
Listening to agents
Keeping track of agents' daily activities

Crashes
It freezes often.
At times, it seems a bit outdated compared to Salesforce.

Return on Investment

It has helped performance.
We use it to listen to calls.
We have had days where it completely crashes, which halts production.

Usability

It is very easy to use. We usually have to train our agents once and everything else is pretty self-explanatory.

Products Replaced

Likelihood to Recommend

We are able to listen to our agents' calls by using the supervisor's skill, which helps with coaching and quality assurance. We are able to keep track of our agents' daily activities. We are able to upload outreach campaigns to reach a higher population of skills. It works fairly well most of the time.

I used it daily!

Overall Satisfaction with NICE inContact CXone