Item: NICE CXone
Rating: 9
Author: Ray Paulovich

Use Cases and Deployment Scope

NICE inContact is used as our main source of inbound phone calls. We use it as a means to navigate our calls and our system. We use the CXone to answer inbound calls, make outbound calls and to continue to reach out to customers each and every day. We have used this system for as long as I can remember and longer.

Pros and Cons

Ease of use
Smooth Transfers

The agent sometimes fails during calls.
More stability with connection

Return on Investment

Positive: It helps us assist customers faster and more effectively.

Customization

I was able to customize my dashboard to be able to monitor and view the calls that my employees are taking and making. This helps me to navigate their time cards, unavailable times, and gives me the ability to be able to make adjustments to their schedule as needed and based on their time.

Usability

Customer Service Team lead

Reporting Capabilities

The reports and dashboards have helped us be able to push our customer service reps to do better and find their true potential.

Products Replaced

Not Sure

Likelihood to Recommend

I have had nothing but great experiences with NICE inContact CXone. My only criticism would be that it would need to have just a little more stability, especially for those who are using it from our Work From Home remote desktop. They experience a great number of lost calls and connection issues. Overall though, this is a great system and helps our agents assist the customers quickly and efficiently.

Get Your Call On!

Overall Satisfaction with NICE CXone (formerly NICE inContact)