Item: NICE CXone
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

My organization uses NICE inContact CXone to be able to reliably connect with our callers in a remote way. We use it throughout our organization in all of our teams. With this service, we can identify information from callers when receiving calls, call customers back if needed, and even add in a third person when needed. It's a great way to make calls from the comfort of a computer.

Pros and Cons

Connect a third party when needed
Allows to change availability status instantly
Identify caller information

Audio clarity
Real time updates on how many callers are in the waiting queue
Real time updates on waiting queue when transferring to a different line

Return on Investment

Ability to reach out to callers
Connecting 3rd parties for better success
Audio drops somewhat frequently

Customization

The customization options we have developed for my organization help keep track of availability ratios and labor ratios. We have created different options when one of our agents is unavailable. This way we can determine who is still in training, who is on lunch break, and who is available to take calls.

Usability

NICE inContact Cxone has a fairly intuitive nature. It is user friendly and easy to understand how to use. Labels are clear and I know when my status is available or not. It works well with the built-in audio options for my computer. I haven't had any issues while trying to access the agent.

Reporting Capabilities

The reporting capabilities made it easier for my organization to create custom dashboard options and report out options. The options are clear and easy to use within a few clicks. I would say that these options I use the most on a day to day basis. The report out options can sometimes not appear after a call has ended.

Products Replaced

Likelihood to Recommend

The NICE inContact CXone service works well when I have a caller that speaks another language. I can easily connect the interpreter line my company uses and clearly hear the conversation between my caller and interpreter. Creating a conference helps me, aid callers, even when there is a language barrier. There have been moments where NICE inContact CXone drops my audio in the call. However, it is rare and an easy fix when it happens; just annoying when it does.

Easy Use, Easy Life

Overall Satisfaction with NICE inContact CXone