Item: NICE CXone
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

It is being used by the organization for contact with customers. They call to schedule appointments or get information about the sites or procedures. It is used by all of our sites across the organization. It addresses the problem of communicating with our patients.

Pros and Cons

Get into contact with customers by phone
Have good quality connection with phone calls
Allow multiple calls at once

Add option for UN-conferencing calls
Add better call history log with more details

Return on Investment

Customer outreach
Improved communication
Medical records

Customization

Our customization is taken care of by another department so I am unfamiliar with this aspect.

Usability

I gave a rating of 8 out of 10 because, overall, Nice inContact CXone has very good overall usability. It is easy to learn how to use and not complicated at all with the software or features. It has limited moments of dysfunction or errors. Overall very good and easy to use.

Reporting Capabilities

Unfortunately, I do not use that function as the reporting aspect is taken care of by a different department. However, I am able to view the dashboard and the layout is a little difficult to understand. So one improvement suggestion would be to have an easier to follow layout for the dashboard.

Products Replaced

Not Sure

Likelihood to Recommend

NICE inContact CXone is well suited for any customer service department or call center, anything to do with customer communication since communication is so important with customer service values. It would be less appropriate would be for face to face interactions with customers, like in food/beverage or door-to-door sales or entertainment scenarios.

Review of Nice inContact

Overall Satisfaction with NICE inContact CXone