Item: NICE CXone
Rating: 10
Author: Chris Fils-Aime

Use Cases and Deployment Scope

We use inContact in order to schedule patients for their radiology appointments. I think the whole scheduling department uses inContact in order to communicate with each other. We get up to 75-100 calls a day and is used all day by staff. Sometimes it has issues with calls being jammed up and the system will go down for a bit but it doesn't happen often.

Pros and Cons

Notifications.
Clarity.
Easy to use.

Specified waitlist.
Different rings.
Less static.

Return on Investment

Easy to use.
Manage calls.
Organization.

Customization

Personally I haven't had to customize any reports or call scripts. But I think it helps managers to have that flexibility to change scripts and customize reports needed for their managerial duties. It helps them see different waves of calls we get and at certain times can be helpful to know when the busiest time is.

Usability

It very easy to use and doesn't have a lot of buttons in order to make things complicated. The simple interface makes people who aren't that tech savvy feel more comfortable with using a system like this. I think a 10 is appropriate since we use it every day for hours and rarely get complaints.

Reporting Capabilities

I don't use the reporting feature at all but the ability it has for the managers to use it and let us know about our "scores" that we do daily with the patients. The real time dashboards does help us know how many patients we have holding and if it's getting slower or busier so that does help us a lot.

Products Replaced

Not Sure

Likelihood to Recommend

In a workplace where there is a high volume of calls during the day this system is very useful and helps manage to callers and has them wait for a representative in a timely manner and gives them up to date wait times. I don't think the system will be helpful if you don't have a huge call volume.

Easy-to-use interface that provides excellent service

Overall Satisfaction with NICE inContact CXone