Item: NICE CXone
Rating: 7
Author: Chris Eldridge

Use Cases and Deployment Scope

All of my location utilizes inContact for both internal and external calls. My understanding for the main purpose is to control what the customer's caller-ID shows when receiving, so that any phone calling will display the number for our customer service center.

Pros and Cons

Easy to use.
Compact utilization.
Easy to use with physical phone.

Often crashes.
Weekly occurrence of inability to call out-of-office..
Does not cooperate with any other internal communication methods.

Return on Investment

Calling is simpler, reducing time on specific issues.
Calls are recorded more easily and clearly.
Utilization of internal information simplified.

Customization

I am not a manager and do not have access to any form of customization.

Usability

Using the system is very simple and easy to understand however points are lost with how often there are problems.

Reporting Capabilities

I am only aware that the reports exist, I do not have access to them. However I have been told they are "exactly as needed."

Products Replaced

Not Sure

Likelihood to Recommend

Any situation in which there is a need to call a customer, it is easy to do so and simple to transfer calls when needed. The only real issue I ever have with inContact is when I am unable to make or receive calls.

inContact Oct 2020

Overall Satisfaction with NICE inContact CXone