Item: NICE CXone
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

We use NICE inContact CXone across our whole company. We use it for customer contacts as well as managing CSR performance.

Pros and Cons

Easy, customizable dashboards
Salesforce integration
Intuitive call tools

Reports need to be easier to build and customize
Need more call controls from dashboard

Return on Investment

Team leaders and supervisors struggled to find appropriate reports.
Reports don't include the ability to add desk work into AHT
We love the Salesforce integration.

Customization

We did not customize the software for my particular facility.

Usability

Even though there is room for improvement, inContact is serving us well. We are still learning about its capabilities.

Reporting Capabilities

We need better reports about true AHT and CPH. The reports won't let us change the formula for AHT to include post-call desk work. That requires us to export and run external formulas.

Products Replaced

Yes - Interaction Desktop. We replaced this software so we could move our telephony to the cloud and have our entire organization on one phone platform.

NICE inContact CXone is well suited in an environment where Salesforce is used. The integration is very useful in building case lookup pages. Call transferring is another strong suit. Searching for other queues and actual transfers are quick and easy. This is important to keep AHT down in situations where the customer reached the wrong department.

Solid phone platform with excellent Salesforce integration

Overall Satisfaction with NICE inContact CXone

Use Cases and Deployment Scope

Pros and Cons

Return on Investment

Customization

Usability

Reporting Capabilities

Products Replaced

Other Software Used

Likelihood to Recommend

NICE CXone Feature Ratings