Item: NICE CXone
Rating: 10
Author: ALEJANDRO Ramirez VILLELA

Use Cases and Deployment Scope

In my department, we use NICE inContact CXone to keep a record of our calls, to establish communication with the clients, and I know for a fact that other departments use it for the same.

Pros and Cons

Establish communication with CXone
Easy communication with the clients
Easy display
Different utilities

I have had problems synchronizing CXone sometimes.
It takes a while to start the program.
It can get slow.

Return on Investment

Thanks to inContact, I have had contacted 3,000 people this year.
It has helped us to make the home office easier.
I was able to manage the huge workload that this pandemic caused us.

I am not the person in charge to make reports for my team. However, I can see that my boss has made amazing reports about activities, times to log in and log out of the agents. She has made reports by teams with very valuable information and this has helped to keep everyone in line during this pandemic when you don't have access to the office to check in. This program has helped us to be on time every day.

Usability

I love how easy this is to use. I love the fact that I can make warm transfers in a very easy way or even conferences with clients and their departments. My only problem is that every day this is the first software that I open and it takes ages to start. I mean, it is just a bit annoying to have to be earlier than normal because the program has to be opened literally 10 mins before you start using it.

Reporting Capabilities

I haven't made any reports with this. However, I have seen reports that my boss makes, and they look very complete. What I think works best is the fact that you use CXone and the website for inContact at the same time, so it allows the user and reporter to have more information. I just wish it could be used with Salesforce as well, so the activities would be registered in there too.

Products Replaced

Not Sure

Other Software Used

Microsoft Teams, Salesforce CMS, Skype for Business (formerly Lync), DPS Outlook Office

Likelihood to Recommend

NICE inContact CXone is well suited to make calls and commmunicate with the clients. It is a very useful tool to make conference calls too. It has a very easy-to-use display, which is exactly what we need. It allows you to have access to all the utilities with one click.

NICE inContact CXone is less appropriate where you need to make video calls as that's not an option.

NICE inContact CXone Review

Overall Satisfaction with NICE inContact CXone