Item: NICE CXone
Rating: 7
Author: Verified User

Use Cases and Deployment Scope

It is used across several different departments. Usually, these are the departments that are customer facing and we have the highest contact from. It enables us to support customers efficiently when they have queries and concerns they raise.

Pros and Cons

Provides you with a dashboard to be able to track calls and queues in real time
Gives you accessibility to numerous reports you can utilize
Allows you to change people's skill sets for taking inbound calls

Ability to listen to live calls a lot easier
To not time-out after a while as I have this window open all working hours
To be able to change people's skills over quicker--this becomes a chore when you have a full team to change over

Return on Investment

Being able to support our customers efficiently
To have the ability to route calls into different departments
Having the reporting tools to make decisions and impactful changes to the business

Customization

I have been able to create a dashboard that enables me to monitor several departments and their live call statuses. This allows quick checks to ensure as a company we can manage agents and hit our service level.

Usability

I think it is easy to navigate but some things are quite a long process when you have to click through several things to get to the thing you are looking for. For example, having to change the skillset for an agent. In our industry, we may come across a time when we get really busy and need to move over department skills onto one specific department for extra support. So moving these agents over can take time. There should be a drag and drop to make it easier or tick box for agents and you do a bulk move.

My NICE inContact CXone Review

Overall Satisfaction with NICE inContact CXone

Use Cases and Deployment Scope

Pros and Cons

Return on Investment

Customization

Usability

Reporting Capabilities

Products Replaced

Likelihood to Recommend

NICE CXone Feature Ratings