Item: NICE CXone
Rating: 10
Author: Khristian Lois Diguangco

Use Cases and Deployment Scope

We use NICE inContact to take calls and support FIS Employees. NICE has the inContact Tool inside where you can take calls, call users back, and clock in and out. It is being used across the FIS organization. It addresses the problems of call taking and providing support for our users. It is the main tool that we use.

Pros and Cons

User-Friendly GUI
Easy to use
Multi-functional

It crashes a lot but sometimes that is related to my browser.
I would like to see my login and logout time for payroll purposes.
Hope there's a way to report when there's a bug or defect in functionality.

Return on Investment

The application is web-based, which is a low-cost option for the company.
Very user friendly compare to the other NICE applications I've seen.
The company can request changes in IVR when needed.

Customization

We have our own knowledge base for call scripts but we've tried listening to our IVR, which is really nice. Our manager told us that they can request to have it changed when needed which is pretty cool. I only have access to the application to take calls and can only see the dashboard shared to us by our leads.

Usability

For overall usability, NICE is a great application. As I've mentioned, it is very user friendly and easy to access. We also have support when we got locked out and we can reset passwords through the "forgot password" option. It functions very well with any browser as well and when it crashes, you just have to close and reopen the window.

Reporting Capabilities

I gave it a 10 because when we are pulled out for coaching, our leads will make us listen to our own calls, which has great functionality for reporting. They can also provide us a copy of the NICE ID, duration of the call, and if the user provided a survey for us.

Products Replaced

Yes - We were using Avaya for calls before the pandemic. When we started working from home, our leads made us switch to this new application, which is pretty easy to understand. You don't have to have a physical Avaya phone at home, which makes it easier to access and to execute troubleshooting.

Other Software Used

Avaya Communications Outsourcing (discontinued), Avaya IX Conference Phones (formerly the B100 Series), NICE Incentive Compensation Management

Likelihood to Recommend

I recommend NICE inContact CXone to everyone because it is accessible--on or off company network and it is very easy to use. Our manager was able to create a dashboard where we can see our aux status if we are on break or on lunch. We can also see the user's details immediately the moment they call, which makes it very easy.

NICE inContact CXone is the one

Overall Satisfaction with NICE inContact CXone