Item: NICE CXone
Rating: 8
Author: Somveer Singh

Use Cases and Deployment Scope

We use NICE inContact CXone for call center workforce optimization. This tool is being used by the call center group in our organization. The business problems that are solved by this tool include call/chat routing and managing all queues. NICE inContact CXone helps us to manage all queues efficiently and effectively.

Pros and Cons

This tool is very handy and useful for quick skill changes and managing a high number of skills in business.
You can use it from an open network and it's web-based.
It's easy to use for anyone.
Its help section is easy to access and works accordingly.
It is very user friendly.

It should allow real-time skill changes at the campaign level.
Supervisor dashboard could be more user friendly.
It should have easy to use scripts for real-time skill changes.

Return on Investment

So far, positive impact
Easy to use

Customization

We have created customized reports and dashboards. We have created skills, campaigns, and IVR structure with NICE inContact CXone.

Usability

8

NICE inContact CXone is easy to use, with a nice help section. It is a web-based tool, which helps us use it on the go and across all systems.

Reporting Capabilities

8

Some of the dashboards and reports are excellent, but there is a lot of scope to improve on the reporting side of this tool. It should have a real-time refresh rate for almost all reports, whereas 40% of the reports work with a lag of 2-6 hours which defeats the purpose of real-time actions that could be taken.

Products Replaced

Yes - We used to use "interactive intelligence" for WFM needs. NICE inContact CXone offers a lot of capabilities that were lacking in ININ.

Other Software Used

Adobe Acrobat DC, Oracle CX Service (formerly Oracle Service Cloud), SAP Business ByDesign

Likelihood to Recommend

As it is a web-based workforce management tool, it helps us to adjust the required changes on the go. We could use some customized reporting options that match with other tools in the market, such as CMS AVAYA, etc. It should have an integration option to move existing data from tools like NICE IEX, etc. This would help in forecasting and scheduling.

WFM realtime
Quality
reporting
call/chat routing
IVR management

Innovative Uses

using it for IVR management
screen capturing
quality control

Future Planned Uses

we want to use it for other channels like chat
Social media
emails

Likelihood to Renew

9

we like the tool very much and have most of the capabilities to meet our organization requirements

Key Differentiators

Price
Product Features
Product Usability
Product Reputation
Analyst Reports

Implemented in-house

Nothing much

Training Types Used

Online training
in-person training

Pros	Cons
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response	None

Exceptional Examples of NICE CXone Support

There was a downtime happened at my organization and support team was there to help quickly and efficiently

Usability Pros and Cons

Pros	Cons
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar	None