Item: NICE CXone
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

It is used to answer calls and provide customer support and sales support in our company where we sell office supplies. Also, we use it while keeping track of our other agents during work to keep track of when they are online and who is taking a break in the company.

Pros and Cons

The system of answering calls
Keeping track of time
Shows who is available and who isn't

It can be complicated having so many tools.
Sometimes there are issues with login.
Network issues

Return on Investment

We do not like the service.
Many agents have problems using it.

Customization

As far as I know, we have not customized it. The way that it is set up, I have always seen it as the standard on how this tool should be working. If anything, the only personalized report would be the time that we have been available and that goes straight into our metrics.

Usability

In my opinion, it is a good system but there is overall room for improvement. There are plenty of audio issues that sometimes prevent me from having a good connection on the calls that I receive using this system. It doesn't matter if the internet that we are using is optic fiber.

Reporting Capabilities

There is not much to say about this feature on this tool. All that I worry about is how practical this has to be in order to become a more attractive product for other companies out there that will love it once it has been "fixed" mainly on the audio issues department.

Products Replaced

Other Software Used

Bespin Global Cloud Platform, 365 Data Science, ALLDATA

Likelihood to Recommend

I do not have any more experience with another tool but the problem that I have with NICE inContact is that I do not like using my RingCentral max open. Plus once I answer a call, I get another window. In my opinion, it is just a hassle. The only thing that I can say I like is that you can personalize your ring tone.

NICE inContact CXone Review

Overall Satisfaction with NICE inContact CXone