Item: NICE CXone
Rating: 9
Author: Travis Knight

Use Cases and Deployment Scope

NICE inContact is used across our whole organization. We have it set up so that our NOC and customer service teams can handle calls coming in from multiple hunt groups depending on each user's skill with that particular hunt group. This has allowed us to cross-train some users between two somewhat similar cinema groups and utilize their skills to support the other group when one is busier than the other.

Pros and Cons

Skill individuals on ability to handle calls from other groups easily
Call routing/transfers to other users outside their group
Productivity reporting of users and their performance rating

Administrative setting to change default auto-logout timing of the dashboard page
Audible & pop-up notification alerting user they had a refused call

Return on Investment

Boosted productivity

Usability

Users say NICE inContact and the MAX client is very simple to use. Other softphone clients that were used in the past have been somewhat complicated or overloaded with info.

Reporting Capabilities

It's very simple, and designing different dashboards with many options has been beneficial to our teams.

Products Replaced

Yes - We replaced the Avaya system. We needed other options for group integrations and NICE inContact seemed to have the best options for what we were targeting.

Likelihood to Recommend

NICE inContact CXone has been extremely useful during our NOC integration between our two cinema teams. It has allowed us to ease users into the other group's call queue until they've become accustomed to the other team's processes and types of calls they handle.

NICE inContact CXone Review

Overall Satisfaction with NICE inContact CXone