Item: NICE CXone
Rating: 8
Author: Edder Orozco

Use Cases and Deployment Scope

NICE INContact is being used at our company as our main call center IVR and phone application. We started out utilizing the Ring Central hard phone application but we saw the benefits of this online application. We made the transition and started out with the old Online application (Thin phone) and it was a reasonable upgrade. Now with MAx, things are better than ever, we incorporated the Voicemail skills so we're not missing any phone calls.

Pros and Cons

Administrator side is simple to use. Nothing like when you need to train up a newcomer to use a new tool like it is to use InContact.
Reporting: We rely heavily on this data to improve our performance in our call center. Easy to write and modify custom reporting.
IVR Integration: We made In-House adjustments to our IVR and experienced zero downtime during the transition

Call Center Live Skill Management: Sometimes when some of our call skills gets backed up with calls holding, it isn't easy to re-skill agents as needed as you cannot mass skill.
Dashboard reporting: It would be great to be able to pull some recollection to what the dashboards are displaying throughout the day. Not indispensable but sometimes, executives like getting some detailed live information
Reporting: Understandable is that reporting doesn't generate until -I think it is now 4hrs - after some time. If this time could be reduced to get some live stats, would be great to have

Customization

The personalization we have given to the platform, has consisted on IVR scripting and reporting customization. Our needs change constantly but the application has the ability to adapt to those needs. The IVR transition we had, was definitely one of the highlights of our time with this program; it was a seamless transition without interruptions and worked perfectly well.

Usability

InContact is a very user friendly tool. The fact that is an online application, saves costs. Not needing to install an actual software application, makes it easier for us to receive any updates that might be needed to keep us going without problems. Even at the supervisor level, I feel like it is easy enough for them to learn how to use some of its features. For the reporting side of it, scheduling report execution in the background, it's also helpful and time saver.

Reporting Capabilities

We have several pieces of reporting that are created for specific purposes and it has been great help. We keep cumulative information so being able to receive the scheduled raw data on our email is fantastic as we integrate that email with other applications that just put that data together on other reporting tools we utilize.

InContact has the most reliable and steady connection i've seen. It's been a good minute since the last time we had downtime. Even when we did, the support team was very helpful and very responsive.
InContact's closing hours override are very simple to utilize and to apply. This is not an often issue we have encountered but due to weather, we have had to shut down the call center and it was very simple and fast.
During our very high call volume season, we were unable to mass skill representatives to take care of specific queues because the option is just not available.

A very simple but reliable Call Center Solution

Overall Satisfaction with NICE inContact CXone

Use Cases and Deployment Scope

Pros and Cons

Customization

Usability

Reporting Capabilities

Products Replaced

Other Software Used

Likelihood to Recommend

NICE CXone Feature Ratings