Item: NICE CXone
Rating: 8
Author: Alana Pettaway

Overall Satisfaction with NICE inContact CXone

Use Cases and Deployment Scope

inContact is currently being used by majority of our departments but they are trying to get everyone department wise onto inContact. It helps with incoming calls to clinics and hospitals. We help schedule patients, answer medical questions, transfer to providers, as well as deal with any symptoms and insurance questions and requests.

Pros and Cons

Pros

Easy system to learn.
Efficient response time for calls.
Organized to answer calls.

Cons

It will refuse calls sometimes for no reason.
Display issues sometimes is delayed.
Technical issues from time to time if call volume is high.

Return on Investment

Helps deal with all the incoming calls.
Sometimes numbers are lost when being connected to agent.
Lots of technical difficulties if volumes are high.

Customization

This helps keep agents held accountable for quality of calls and how we conduct business between us and patients.

Usability

It's easy to learn and navigate.

Reporting Capabilities

Dashboard runs slow when it comes to in real time metrics.

Products Replaced

Likelihood to Recommend

Business and healthcare systems that have a high volume of patients, it would not be appropriate for smaller companies as it would lose the personal touch.

NICE CXone Feature Ratings

Comments

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