Item: NICE CXone
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

We are using NICE to communicate with our customers on a few different platforms. We currently use both NICE for the email and chat support option in a single department, but may expand in the future. It really is an asset when it comes to communicating quickly and efficiently with customers.

Pros and Cons

Efficiency.
User customization.
Easy to learn.

Needs more chat customization.
Text formatting issues.

Return on Investment

Reduced cost per agent.
Lower handle time.
Increased customer satisfaction.

Customization

There are a lot of great customization options with NICE. It's great that each user can customize the program, and that management is also able to customize so much on the back end. We use the personalized texts for email/chat support, and they've really helped lower the handle time and make responses more consistent.

Usability

NICE is a super simple program that is quick and easy to learn. Once users have a basic understanding of how to use the program, other elements (chat, phone, etc.) can be added with little to no additional training. Users can also customize the program to make it more user friendly. It's a very straightforward, no nonsense sort of program.

Reporting Capabilities

NICE options a few reporting options. They have pre-built reporting to get you started, which allows you to run reporting on a number of things. You can review a specific agent's performance for a certain day or certain type of contact. You can also run more comprehensive reporting, and customize your own report templates if you prefer.

Products Replaced

Yes - We used NICE to replace Oracle RIghtNow. It's a more comprehensive program, but it was costly. We also were not using all the options/customization features that were being made available to us. NICE is a bit more straightforward, easy to learn, and the ability for users to customize their own work space is a great feature.

Other Software Used

NICE Desktop Analytics

Likelihood to Recommend

NICE inContact is great for customer service oriented fields. We are currently only exploring the email and chat option, but there is also room for expansion which is nice. It's quick and super easy to learn and navigate for newer agents. I feel as though it's useful in most Customer Service situations.

Our NICE inContact Experience

Overall Satisfaction with NICE inContact CXone