Item: NICE CXone
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

We looked into NICE inContact CXone to help organize our data and help our team streamline the data at hand to maximize our efficiency so that we could provide the most in-depth analytics to serve our clients world class service. We used it in our IT department to improve our SLA's and find weak spots in our department.

Pros and Cons

Through automation, we are able to effectively monitor trends and provide in depth information to our customers.
Efficiently manage inbound and outbound call queues.
Allows team members to monitor each others status so that we can coordinate breaks, lunches and meetings without overlap.

Sometimes connection issues can cause issues with the program not connecting and having to restart the application.
Account setup can be a little tricky and confusing when adding new users to the program if you do not have proper training before hand.
Getting directed to the correct customer support staff sometimes can be frustrating when directed back and forth between departments.

Return on Investment

Increased customer satisfaction.
Team management and efficiency.
In-depth analytics for call statistics and report to provide a deeper understanding of calls coming in.

Customization

The impact has been greatly appreciated with team members on my team due to the flexibility we have when an outage comes into place within the company. We are able to quickly set up a script when users call to report the issue so that they do not need to continue the call if they are calling to report the issue we are already aware of. This frees up the lines for issues that are not related to the outage.

Usability

I gives this rating because of the satisfaction I have had while using this product. The ease of use and the simplicity of the user interface allows me and my team to effectively do our job without having to worry about issues within the platform. The usability is very easy to learn and get a hand of and does not require much training for new hires that come on board which is a huge positive because it allows them to focus on the work assigned with less down time.

Reporting Capabilities

The reporting is very fine tuned and allows management to pin point weaknesses and areas of improvement while also quickly and easily finding strong points to praise team members on a job well done. We are able to look at how long people are on calls, how many calls they are taking for inbound calls and how many calls they are making for outbound calls and to which number. The productivity and performance are also a big bonus because it can quickly give a snapshot of how well each person on the team is performing and provide information on what they are doing bad and what they are doing well.

Products Replaced

Other Software Used

CCH Axcess, CaseWare IDEA, Thomson Reuters CS Professional Suite

Likelihood to Recommend

NICE is perfect for any business that needs to handle inbound calls effectively between multiple agents. The options for customization allow you and your company to fine tune every detail to exactly how you want it to come out specifically for your needs. The settings allow you to have multiple inbound queues so you can set different priority levels so you can handle VIP calls quicker versus a more mundane or less extreme or urgent matter. This really helps with satisfaction among the C-Suite level users which in most cases matters the most. While the system is by no means perfect, compared to any other options Nice offers the most bang for your buck with high satisfaction.

NICE inContact CXone Review

Overall Satisfaction with NICE inContact CXone