Item: NICE CXone
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

It's really good to use when keeping up with employees to see exactly what they are doing and what type of call they are handling. I'm also able to log in and assist with calls and talk to an agent and coach them so that the person the agent is talking to does not hear me.

Pros and Cons

Monitor calls
Efficient
Accurate

Speed
Condense
Access

Return on Investment

ROI
Better coaching
Better quality of calls

Customization

I have not actually customized the platform as I feel everything is working just fine.

Usability

It is user friendly and not hard to operate at all.

Reporting Capabilities

I find NICE inContact 's reporting to be very accurate and efficient.

Products Replaced

Other Software Used

RingCentral, RingCentral Meetings, NICE inContact CXone

Likelihood to Recommend

NICE inContact CXone is very well suited when you may need to monitor an agent on a call. You can coach or take over the call, but the best thing is being able to coach through the call so that the caller is not able to hear you when you are talking to the agent.

NICE inContact CXone Review

Overall Satisfaction with NICE inContact CXone