NICE CXone Reviews

I chose NICE CXone because it had the best return on investment and could scale effectively. After setting it up, I was so impressed that I went to work for NICE for three years, implementing their product for new customers, and then partnered with them for another three years, doing integrations with Microsoft and Dynamics 365 and helping redevelop features like their dialer and list management

Our primary use case is for ACD/IVR - we have five brands that we manage customer support for and the ACD allows us to separate out contacts for all of the different brands to provide a better customer experience for that brand but also allows us to have all of the reporting and metrics in one place. QM - prior to implementing this system, we had no way of doing quality management since we had no call recordings and no good way to generate/track QM.  WFM has also helped immensely. Previously, our team was taking scheduled breaks all at the same time with the rest of the organization, however, thanks to WFM, we have been able to change that and show the team the importance of staggering breaks and sticking to the schedule.

NICE CXone has had a HUGE impact on our contact center. It took us from a place where we had no visualize on contact volumes, handle times, ASA, etc. to a place where we have full visualization on all metrics and can manage and staff our center as necessary. It also enabled us to put in place efficiencies that led to more cost-effective staffing. We previously had no automated call routing, no accountability for agents on their KPIs or metrics. Now we have full view of all metrics, even the agents enjoy being able to know their metrics and track their progress.

Our use case is to: 

• receive and make calls
• receive and send out emails
• obtain phone recordings

We are able to see the calls in queue and able to see if someone is available or not.

Organ/Tissue/Eye donation call center.

inContact has helped our organization greatly by allowing us to see at a glance which agents are available to receive calls and those who are not, we are able to see why not.

We operate in a call center and take a high volume of calls.

It is more organized, but it has had many issues with echoing and little minor hiccups along the way.

I work remotely from home at night and use this system every single day that I am on shift. My company uses inContact for every incoming and outgoing call that comes through our call center as well as incoming emails and updates from our partner agencies.

inContact has improved my company by allowing for better tracking of incoming and outgoing calls. It also helps keep employees accountable for their work as each person is in the queue so it distributes the calls evenly. It provides good quality recordings of the incoming and outgoing calls, which are used for audits among other things.

I use this everyday for my job. I am a supervisor so i need to be able to keep my eye on things and make sure everything is going according to schedule. With NICE inContact, I am able to watch all of my coworkers and direct each one to what task they need to be doing. Giving the okay to break or lunch and seeing who is on the phone, this is all simpler and possible thanks to the "Agent List" that we have set up on our NICE inContact dashboard. You can have as many dashboards as you need. Each person can have their own or you can all use the same one, whatever works best for your company.

It's easier as a supervisor to do your job more efficiently. You can have multiple things open at once to watch everything, being able to take one look at a page and see everything you need rather then having to flip through multiple programs. This is such a time saver. I get a lot more done in my day due to being able to keep my opened programs down to a minimum.