Item: NICE CXone
Rating: 8
Author: Christian Bridge

Use Cases and Deployment Scope

Currently, Transportation Services and our Student Financial Services/Union are using NICE inContact. It addresses tracking, recording, monitoring, and cataloging of phone calls. Before with just a normal phone system, we did not have a phone tree, queue, or menu for forwarding phone calls and monitoring agents. NICE inContact has been able to provide all that and more, as long as we have the time to explore.

Pros and Cons

Reporting
Tracking
Monitoring

Reporting could use more information or training
Training for inContact Studio
Cheaper options on more phone ports

Return on Investment

We are able to track questions via dispositions.
We are able to track incoming call activity by skill.
Significantly more than port forwarding

Customization

Most of our scripts were built for us during implementation. I have used some custom scripts for managing our event skill callers, but have had trouble implementing successful scripts. The scripts can help provide more information/categorize calls, however, you have to have the time and knowledge to implement several successful scripts and have them interact cohesively.

Usability

Overall, it is very easy for users to log in and be able to take calls. However, it does take training and information in order to maximize the analytics you are receiving and to master the ability to hold/cold transfer, find/re-dial customers, and track dispositions. It is a great sandbox to start in but will need lots of time to develop into what works best for your company.

Reporting Capabilities

I have only ever used the Contact History report to find transcripts/voice recordings. Most of these reports will work okay, however, your system (call scripts, skills, etc.) needs to be absolutely airtight in order to track any information that is really valuable. Without putting in the effort to create the system exactly as you need it, and to document all relevant information properly, it will take a lot of time (or money if NICE creates it for you).

Products Replaced

Likelihood to Recommend

NICE inContact has greatly improved upon our pre-existing system, which was several telephones using call forwarding. Currently, we have 10 ports available, and it makes it much easier for IT staff to configure/install. Audio recording of phone calls has also helped with our customer service and verifying information/claims from customers. The system is an overall improvement for any business that may experience several phone calls in very short time frames.

NICE inContact CXone Review (Time or Money)

Overall Satisfaction with NICE inContact CXone