Item: NICE CXone
Rating: 7
Author: Sam Livermore, MCP, iTIL

Use Cases and Deployment Scope

We have implemented inContact as our call center phone system. We added a dialer that allows the groups to effectively contact our leads in a much faster rate than manually dialing. The cloud based system has also provided remote capabilities during COVID-19 that was critical in keeping our business going while at the same time keeping our employees safe.

Pros and Cons

Cloud based connectivity.
Reporting provides details of each agent.
Built in softphone.

Reporting, expand to provide more details.
Softphone needs more compatibility.
Support.

Return on Investment

Little hardware costs, only headsets.
System updates, provided, not having to staff or plan for.
Remote capability in a crisis, and COVID has solidified this need for business continuity.

Customization

We are highly customized for our environment. We have a VoIP admin who has worked directly with your administrators to provide this customization along with user and admin training during cutover to this new platform. The training provided a seamless migration to this new system and set us up for success. We have added more reporting, so it is nice to have options when the system has limitations.

Usability

The system is always online and we have not experienced any outages. The additional customization allows for us to use the system in a way that meets our business needs, and there is always support when any issues come up. The call queues allow us to direct calls to the appropriate departments for efficiency.

Reporting Capabilities

The reporting is pretty basic out of the box. When trying to use KPIs to manage your team and their goals, the built in reporting isn't enough. We have had to get with a 3rd party to get better reporting, so I think the reporting could use some improvement. On the plus side, their API allows other companies to augment this deficiency and provide us with the reporting solution we needed.

Products Replaced

Yes - We replaced an on premise PBX, Digium. The hardware costs, support and maintenance and circuit costs warranted the move to a more reliable platform. We evaluated several cloud VoIP providers and NICE inContact always came to the top. Gartner also had really good reviews, and this steered us to your product.

Other Software Used

PRTG Network Monitor, Netwrix Auditor, Exclaimer Cloud - Signatures for Office 365

Likelihood to Recommend

Call centers can use this system with an internet connection and little to no hardware. The compatibility for headsets is great, and uptime is within industry limits of 99.999% uptime. We have not experienced any outages in the first year and that makes this a solid platform.

inContact meets our business needs

Overall Satisfaction with NICE inContact CXone