Item: NICE CXone
Rating: 7
Author: Verified User

Use Cases and Deployment Scope

We use NICE inContact CXone for work as customer service call agents. We have many different profiles for phone agents and the ability to tune everything into exactly what each agent does has been really great.

Pros and Cons

It provides updates about the issues.
It has many features.
Has great quality.

Connection issues
There are times that it crashes.
There are sound quality issues.

Return on Investment

It's good from a user perspective.

Customization

Our NICE Max was configured to a CS Representative level and we're able to see/view dashboards shared with us by our leaders. I like how the dashboard looks where you can see how many customers are in the queue. We have separate articles for call scripts but we have an IVR in NICE, which is really great. I think from a dashboard standpoint, it is good because our leaders was able to create one for us.

Usability

It is very user friendly and easy to understand. You will get familiarized quickly even as a new user to the account. You will be able to see all performance, SLAs, and breaks on one page. It makes monitoring easier and not stressful, because of the design even if it's queueing.

Reporting Capabilities

We're only taking calls using NICE, but if Dashboards are considered reports, then it is a high-end type of reporting that allows you to see the list of employees, aux histories, and call durations, which are all required for our scorecard. Our managers share our performance journey data with us using the NICE inContact.

Products Replaced

Not Sure

Other Software Used

8x8 Contact Center, Cisco Jabber, NICE Incentive Compensation Management

Likelihood to Recommend

Of course, NICE inContact CXone is best suited for call center agents and for customer service. It also provides the customer with an experience that will benefit them.

When there is an issue, NICE inContact is constantly providing updates as the issue is being worked on and this helps their users give better direction as we try to help our members. I really appreciate the level of customization NICE inContact has as well.

A NICE System

Overall Satisfaction with NICE inContact CXone