Item: NICE CXone
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

We use NICE inContact to speak to customers all over the nation. In fact, the entire organization uses this program. We have very little problems using NICE, and I would recommend it to other companies. It addresses communication issues. Without NICE inContact, I am unsure how our business could establish such a safe and reliable connection.

Pros and Cons

MASK - Mask personal information
Transfer- Ability to transfer callers
Agent Reports- Lets you know how well you are doing

Stress on employees with everything being timed
Sometimes you have connection issues between phone and VCC

Return on Investment

The timer causes more stress in my life.

Customization

This can leave a positive impact and negative impact on customers. Due to the timers and the number of callers we serve, sometimes employees may feel overwhelmed with the limited time we have in between calls. If it is a busier day then we might have work stress due to timing in between calls.

Usability

I like this service. I rated this a 9 because this program is very user friendly. This program is easy to learn and I think the usability is outstanding. I have no idea what the business would be like if it weren't for NICE inContact. Nothing is perfect. A few hiccups here and there but this is still a great service.

Reporting Capabilities

I am a regular employee and we do not have access to this.

Products Replaced

Not Sure

Likelihood to Recommend

NICE inContact is always well suited in the type of work that I do. I am a call agent and I use NICE every day. It was very easy to learn after a day or so. If you have trouble finding your way around, there is always a search button to get you headed in the right direction.

NICE is on your side!

Overall Satisfaction with NICE inContact CXone