Item: NICE CXone
Rating: 6
Author: Verified User

Use Cases and Deployment Scope

We use this program to make & receive calls from members, providers, and other office reps. We have the ability to speak clearly with them over the phone. Can place them on hold, and manage the call. Also, when we get a call that we need to transfer, we can do that as well. It is used across most of the organization. Currently I most frequently use this software to gather and respond to voicemails from providers about their various inquiries. These get assigned to me by our team workflow coordinator.

Pros and Cons

Makes calls.
Receives calls.
Transfers calls.
Places callers on hold while you call other departments.

Now that we use Ring Central/Zoom - it lacks video capability.
Sometimes calls drop due to internet connection.
Overall, call droppage is minimal.

Return on Investment

Able to make and receive calls.

Customization

I have not had this ability as I was using this software as an entry-level associate and was not in a manager's role to customize according to the business needs. Call scripts were non-formal, not through this software for our team.

Usability

Because it is easy to use/learn across multiple categories. The ability to place on hold, conference, call back, etc. was good. Voicemail gathering and response is easy to do.

Reporting Capabilities

I do not look at call reporting. With regard to reporting personal information, I would rank it well, but do not feel that this applies directly to the question.

Products Replaced

Not Sure

Other Software Used

Google Charts, MessageMedia SMS, Cisco Email Security

Likelihood to Recommend

I would recommend it to a colleague if they were a voice calls - only type of business need. For other businesses that may need the functionality of video, I would recommend other services. If inContact were to integrate video in the future, I would recommend more strongly/with more enthusiasm.

Basic User Review

Overall Satisfaction with NICE inContact CXone