Item: NICE CXone
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

We use NICE inContact in the customer service department. This addresses ease and availability for customers to get in touch with the proper support group regarding their specific issues. We are also easily able to transfer calls to different people or groups if needed.

Pros and Cons

Availability monitoring
Department groups
Ease of use

Network stability
User management
Customization

Return on Investment

Fast call handling
Network issues at launch
Good call reporting

Customization

We have customized the inContact software to split up our various different customer service teams. We have created groups and individual reports to better track our individual statistics and team statistics, as well as to better tend to customer needs to get them to the proper group quickly.

Usability

NICE inContact has good usability. It is easy to use overall. It would be nice if we could customize the client further.

Reporting Capabilities

NICE inContact has good reporting capabilities. We were unable to pull individual reports for a while but I believe that may have been an internal issue and not on inContact's side. It is very nice to go back and see various reports/status times for myself or team members as well as view them as a whole for the team.

Products Replaced

Yes - Avaya. We moved over as NICE inContact has more functionality.

Likelihood to Recommend

NICE inContact is well suited for understanding the current call volume and seeing who on your team is tied up on a call or what their current status is. inContact is not well suited in customizing how the client looks and works.

NICE inContact is nice to use.

Overall Satisfaction with NICE inContact CXone