Item: NICE CXone
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

NICE inContact CXone is being used by all of our customer support departments and the main problem it solves is making sure everyone is doing what they're supposed to do and also making sure you're getting the correct times down (for example, if you have to stay for overtime).

Pros and Cons

Streamlining transfers of customers
Not much room for "slouching"

I would like it to be a program and not a pop-up.

Return on Investment

NICE inContact has made it simpler for new employees.

Customization

I have not made any customization to the platform.

Usability

It's fairly easy to get into and also for new employees of all calibers to learn.

Reporting Capabilities

For every call, we fill out a report about whether we make a sale or why the customer called in and inContact has the possibility to open the report inside the inContact window making it easier to not forget to fill out the report.

Products Replaced

Not Sure

Other Software Used

Microsoft Teams, 1CRM

Likelihood to Recommend

NICE inContact is excellent if you're handling larger customer volumes because you can monitor very easily the different departments with how many customers are calling that exact department and also join in to listen on some calls.

My NICE inContact CXone Review

Overall Satisfaction with NICE inContact CXone