Item: NICE CXone
Rating: 10
Author: Maria Hansen

Use Cases and Deployment Scope

NICE inContact CXone is used to delegate cases when using the dialer, and also to make and receive calls from customers and our technicians.

Pros and Cons

Easy to learn
Easy to use
Easy to track productivity

Provide a dark option
Be able to paste a number and then call that number
Find past calls easily made by the user

Return on Investment

Call customers and have the call recorded to look back on if necessary
Being able to track other employees' productive/non-productive times
Being able to send the call to another employee without needing to have the customer call again

I like being able to move the widgets around in the dashboards using what is most important to a specific team and being able to have everyone watch how they can all work together and see all they have accomplished in the day's work and know even where they can work harder.

Usability

Really easy to understand and navigate without much instruction from a mentor. If not, the help buttons on some of the devices help.

Reporting Capabilities

Sometimes calls are lost within the recording system, and with sometimes needing to send the calls to 3rd parties it is a loss when one has to redo a call when the recording was lost. But being able to navigate through the reporting options is very great. We are able to see how each person is doing and easily understand where each of us stands while we are working.

Products Replaced

Likelihood to Recommend

When contacting customers and their file requires that you complete a 3-way call with another, it is nice that you can complete this process using NICE inContact CXone. Although it would be nice if we could mute if we are on hold with one line and go back to the other call to let them know what is happening and not have to speak over hold music.

Good, Better, and NICE inContact CXone Review

Overall Satisfaction with NICE inContact CXone