Item: NICE CXone
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

We use this in our Customer Service department, specifically. This allows us access to a phone system, negating the need for call forwarding to specific agents. It solves issues of having access anywhere using a softphone, queues to balance out call delivery, and it allows me to see who is available and who is not to take calls in queue.

Pros and Cons

Queues calls to agents effectively
Shows the calls in queue and length and agents available
I appreciate the Supervisor dashboard options.
Allows us to place outbound calls with the correct caller ID for company.

Better visibility in MAXX agent (i.e., queues, calls, and logged-in users)
Previous versions allowed agents to see who else was in queue and times, but we no longer can.
Easier to access outbound calling

Return on Investment

This definitely allows us to monitor call volume effectively
Use analytics in reporting to determine staffing levels
Efficient call routing to agents in queues, and easy to change queue skills

Customization

We have customized scripts and business hours, as well as individual skill level settings for different agents. Different skills within queues are imperative for us during training to really allow us to choose how often calls are directed to the new agents, and how often they are directed to the trainer.

Usability

I find it easy to use once one is accustomed to it, but there could be an improvement on the MAXX agent interface, in particular, to allow the agents to see and do more from the main screen without having to go to different options. Transferring would be easier if a list of agents was shown on the default screen and one-click transfer could be utilized. Queue visibility would also be helpful within MAXX.

Reporting Capabilities

So far I have been able to access all reporting needed. I have customized reports, I have scheduled reports and I have used prebuilt reports, all very effectively. I can choose basic reporting or more detailed reporting options with ease and can use this for payroll, staffing, scheduling, hiring, and workload balance.

Products Replaced

Other Software Used

Microsoft 365 (formerly Office 365), Skype

Likelihood to Recommend

NICE inContact CXone gets the job done, but if someone really needs to have visibility from the agent side, this is lacking. I wouldn't recommend it necessarily for a larger company, however, we are fairly small and we can see the other agents in the queue, just not as efficiently or readily available. I really wish there were a queue and address book of logged-in users showing in Maxx agent default or that we could default it to do so.

Great for a small business, more options for a large business

Overall Satisfaction with NICE inContact CXone