Item: NICE CXone
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

My company uses NICE inContact CXone as a sales and customer service tool. We have many reps and agents logged in to take and make calls through the system. It helps our organization keep track of the employees' work and the client calls that we receive.

Pros and Cons

Keeping track of hours worked by employees.
Handling calls coming in from clients.
Recording interactions with clients.

I would like to have a more detailed log of my personal calls.

Return on Investment

I am just an employee so I'm not sure of the cost, however the system has been invaluable during the pandemic.

Customization

This has allowed our organization to better serve our clients while working remotely.

Usability

This has been a perfect tool for our organization.

Reporting Capabilities

I am not someone that uses the reporting. I do see reports that my supervisors use to evaluate my job performance though.

Products Replaced

Not Sure

Likelihood to Recommend

It is well suited in a high call volume environment. Since the pandemic, we have had to work remotely and the system has been excellent and well suited for remote working.

Great software to connect with clients

Overall Satisfaction with NICE inContact CXone