Item: NICE CXone
Rating: 9
Author: Anne Willenburg

Use Cases and Deployment Scope

We use it for communications with customers and in-office representatives.

Pros and Cons

Receiving calls.
Transferring calls.
Holding calls.

Alerting the user when a call is missed and refused.
Reminding the user that they are in a particular status and on a status not available.
Reminding the user that they need to click back on available when returning from lunch.

Return on Investment

Ease of use for employees.
Ease of use for customers.
Need place to leave a voicemail message directly for a user or customer.

Customization

They have used it to track number of calls and length of calls - using for productivity tracking and perhaps training.

Usability

Very easy to use.

Reporting Capabilities

Good use to track productivity and tracking call length.

Products Replaced

Yes - Not sure

Other Software Used

Microsoft Teams, Microsoft 365 (formerly Office 365), Cisco 2000 Series Network Convergence System (NCS 2000)

Likelihood to Recommend

Well suited: Ease of transferring calls to another user in the company. Ease of putting the caller on hold and allowing time for user to consult with other user before transferring the call.

inContact pros and cons

Overall Satisfaction with NICE inContact CXone