Item: NICE CXone
Rating: 6
Author: Verified User

Use Cases and Deployment Scope

We use it throughout the organization to manage our dialer, inbound, outbound, call queues, and agent setup. We have the dialer integrated into Salesforce.

Pros and Cons

Easy to use.
Easy to get support.

One of the issues that we found that could be improved is the historical report settings. When looking at the Contact History in the Prebuilt report section, the team alignment changes to the team the agent is aligned to today and not at the time of the call. This is a break in the system in my own opinion.
When exporting calls that are not part of the data downloads limited to 56 pages.
Depending on your volume unable to export the calls of a specific team for the day. This is limited to 56 pages. This limitation causes the company to have to create custom reports that have to be created at a cost.

Return on Investment

Increases the time to locate the team where the agent was aligned to.
Need more options to close queue for predetermined reasons (i.e. hurricane, tornado, company meeting).
Allows to view at a glance company status renegading the calls.

We have had to create many custom reports in order to have the information needed. Some of the reports had to be created at a cost to our company due to reduce amount of filters. When searching for calls it is a little difficult to do so, especially if the agent has changed teams.

Usability

The real-time status capabilities make up for opportunities in the realm of reporting. It's simple to use and provides the ability to create dashboards to view the status whether current or historical. Dashboards can be saved and shared across the enterprise. I would like to see the ability to clone a dashboard that someone else created and modify it to my needs.

Reporting Capabilities

Reporting capabilities for current status is great, need to add more capability to get the results. In order to overcome the reporting limitations, we had to create a large number of custom reports to be added to the data download section. This started to raise the cost of the program. This cost is also increased at any time that there is a change in the logic of the report.

Products Replaced

Likelihood to Recommend

I would recommend it for being a very stable and robust system integration. I can see at any time the status the queue or dialer. It allows me to see answer the following questions at a glance:
How many agents are available?
How many calls are in the queue?
What is my current service level?
How many agents are taking a break or lunch?
Can I see a gap where schedules need to be adjusted?

Great tool to get the job done

Overall Satisfaction with NICE inContact CXone