Item: NICE CXone
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

It is currently being used by our whole organization. NICE inContact we use as a median or a call manager between the users and the IT professionals supporting the users. At a very large company, it makes it very easy for us to manage the call queue and keeps tabs on which IT folks are doing what.

Pros and Cons

Reporting
Management
Uptimes

Connectivity issues at times between client and applications
At times, the interface for the current call queue can be glitchy.
Users at times get stuck in the queue.

Return on Investment

It definitely makes life easy when it comes to managing a queue.

Customization

Yes, we have made custom reporting built into NICE inContact. With this reporting, we are able to help manage every user we have in the call queue.

Usability

The GUI for inContact is amazing. It's very user friendly. On my first day using the application, I was able to figure it out pretty quickly.

Reporting Capabilities

We use this reporting constantly. It serves so many purposes and allows us to track our shortcomings when it comes to assisting customers.

Products Replaced

Likelihood to Recommend

It is great for the service desk that we have here. Users are able to call in and stay in the queue until one of our representatives are able to answer the phone.

NICE inContact CXone Review

Overall Satisfaction with NICE inContact CXone