Item: NICE CXone
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

NICE is being used by my organization to field calls and distribute calls that come in to the correct representatives. It is being used by the benefit specialists and employee assistance program team. It addresses organization for phone calls that come in, phone queues, seeing different agent statuses and teams in order to get transferred to the right representatives, and ensuring great customer service.

Pros and Cons

Dashboard projection organization
Assigning different skills to different members of the team
Connection with other platforms

Sometimes depending on the browser, it can get messed up and have issues and we rely on it for all calls

Return on Investment

Call analytics in order to have statistics available for current and prospective customers
Organization for employees to decrease frustration
Allows employees to work from home efficiently
Great customer service

Customization

We have integrated other platforms into it, such as Max calling and BalanceBenefits, a software we use to keep track of calls and log information. We can link the calls to the member profiles.

Usability

It's very user friendly.

Reporting Capabilities

There's access to real-time dashboard analytics like queue control, agent state data, time on calls, what kind of inbound or outbound calls, and recording for various types of reports.

Products Replaced

Not Sure

Likelihood to Recommend

For a call center, this software is amazing. It's generally reliable, but I would recommend having a good tech person who is familiar with it in case it goes down because then everyone is out of commission. The dashboard projection is the best feature, you can see what everyone's status is and determine if it's an appropriate time for breaks. We have call center employees working all over from home and this has helped to stay organized.

NICE inContact is an amazing solution for call centers

Overall Satisfaction with NICE inContact CXone