Item: NICE CXone
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

Our Customer Service department is currently using NICE inContact CXone as our phone system. We are an inbound call center and we really love this platform. Easy access especially when working from home.

Pros and Cons

Lets us easily find calls to monitor.
Dashboard is easy to see what reps are doing or who they are on a call with.
Easily tells us how many calls on queue and which clients are in queue.

A function to cherry pick calls would be awesome if it was available.
Calls drop more often than normal.
That this can only be used with Chrome.

Return on Investment

Allowing to run reports real time.
The option to cherry pick calls would be a negative.
Call recording.

Customization

Great impact, we now have recordings in both English and Spanish.

Usability

The system is really easy to use.

Reporting Capabilities

Reporting is amazing, we can now do it ourselves. Don't have to wait to request reporting.

Products Replaced

Not Sure

Likelihood to Recommend

NICE is very easy to run reports and find the information needed. The way to find recorded calls is also very easy especially for a call center that needs to have 3 calls per rep monitored a month. This platform is easy to use and helpful. Really like the dashboard that allows us to see what reps are doing.

From a CS Supervisor A+++

Overall Satisfaction with NICE inContact CXone