Item: NICE CXone
Rating: 4
Author: Verified User

Use Cases and Deployment Scope

NICE is being used across a good portion of the organization. The phone tree seems to have challenges in understanding exactly where a caller needs to go. A portion of this could be a lack of uniform language being dispersed to the callers and its often difficult to know exactly what the departments are called when transferring. Nicknames seem to be in the system that are not matching the Global address book or the skype messaging service so these varied changes cause some frustration attempting to move callers to the right location. There is not a current uniformity in the system when trying to enter a last name or first name or a portion of a name sometimes it will come up and other times it will not. This also adds a level of difficulty.

Pros and Cons

The Agent Reports are clear and concise, how many calls length and last call, etc.
The drop downs for the phone states are easy to use switching from one state to the next is important in this line of work.
The display is great being able to set accessibility features to make it easier to view is extremely useful.

Need uniformity if I am looking for Financial Planning, I would like to be able to put in Planning and still pull the information. Currently it works with some functions and not others.
Ability to schedule events (it's here but not sure my company subscribes to that feature).
The ability to set it as a side bar and keep the size from changing when a call comes through. I set the screen up daily and NICE is the only system they overlaps others screens when a call comes through and I have to constantly adjust it.

Return on Investment

Time Savings looking up phone numbers for various departments.
Knowledge of metrics call handling, calls taken, etc. in real time helps production.
Knowing where your teammates are in real time, available or unavailable and for how long, helps provide great service and set expectations for callbacks.

Customization

The management has provided very comprehensive reports and customized them to our needs.

Usability

There are some areas of improvement in the software overall but it is very rich in the information that is provided and available to use. A huge factor is getting users acclimated to the system which will change how we view the information and the experience overall. As we get more familair with the system the varied ways that we use it will be remarkably different and improve the experience.

Reporting Capabilities

The only thing that has been a true pain point has been the unavailable time it is not broken down on the reports being used by our management and I am certain it can be. So this is more a learning curve then a problem with the software itself. It's actually rather nice to have so much information at your fingertips.

Products Replaced

Not Sure

Other Software Used

Oracle Siebel CRM, Salesforce CMS

Likelihood to Recommend

NICE is appropriate in times when on a conference call and needing to be logged into the phone. It allows you to finish the call and go back to a meeting phone state without having to make multiple clicks and risking getting additional calls when you are not ready. This can cause frustrated callers.

Very Comprehensive just takes some adjusting

Overall Satisfaction with NICE inContact CXone