NICE CXone is used for contact center, call distribution, chat, email, and SMS messaging. There may be a business requirement to add a new chat channel for a new client that's coming up under a specific application, so we would gather requirements and get sign-off, build the solution and implement it into production.
I am currently not using NICE CXone, but in previous projects, I implemented NICE CXone into one of my projects. I implemented NICE CXone with our Service Cloud within Salesforce where sales agents and service agents could get calls directly from the softphone inside Salesforce and could see all related contact, case information, and account information while providing answers to their respective customers over the call. I integrated NICE CXone with our Service Cloud Omni-Channel. The use case was that whenever users were facing problems while ordering into the Experience Cloud, they had the ability to call the call center. Automatically when they were calling, using the connector and the softphone inside Omni, agents could take their calls and on behalf of those customers, after call validation and speech validation, they could place orders on behalf of the customers, saving a lot of time and helping them in real time without worry about security constraints.
My main use case for NICE CXone is as a schedule tracker. I check my start time, end time, and my scheduled tea breaks and lunch breaks, which also appear in the system. If I want to swap schedules with my colleagues who have the same function in my team, then I can change either my daily schedule with theirs or I can exchange a Saturday to work a day off in their time, for example. I wanted to change my Sunday and Saturday for NICE CXone because a colleague of mine wanted to be off for Father's Day, which was the 21st, and I was working the following Saturday, the 4th. It really helped to give him the Saturday that he needed. I went on to the group schedules tab, clicked on trade a schedule, entered select from agent, entered his name, and then selected the chosen dates. I mentioned that I was swapping for my day off, and then clicked on send request. I alerted my colleague that the request had already been sent through so that he could check on his system to review the pending request and approve it. In addition to my previous points about NICE CXone, I can also track how many cases or how many records I have worked on for the day. Sometimes I think there is a bit of a lag or delay in the way it updates. For example, because I mainly do web chat and live interactions through our app or website chat, I would go on to NICE CXone just to see how many interactions I have completed or note how much time I have spent on interactions for the day. However, it can be a bit delayed in updating real-time stats.
My main use case for NICE CXone is workforce management and workforce engagement. One specific example of how I use NICE CXone for workforce management and engagement is to monitor quality assurance for our call recordings and customer experience interactions. NICE CXone helps with monitoring quality assurance for call recordings and customer interactions by recording calls and creating transcripts from text or SMS, which are then sent to the quality management tool or a WEM tool, allowing us to automatically score those calls for compliance and quality, and document processes to improve in the areas that were scored.
We use NICE CXone for inbound and outbound calling and other digital channels for contact center purposes across all verticals. We are a system integrator and telecom provider that bundles this platform with our services and sells it to our customers. We utilize all the features of NICE CXone because, based on customer requirements, it meets all aspects of features and functionality that are required. We work with multiple customers and position contact center solutions based on their needs, including inbound, outbound, all other digital channels, analytics, and AI features. We position solutions based on requirements, which can be NICE CXone or Genesis based on regional availability and customer budget appetite. Regarding the analytics aspect of NICE CXone, we have not deployed it for any customers. We have reviewed the product capability through a product demo, but it has yet to be deployed for any customers. We have worked with the omnichannel capabilities in NICE CXone. Regarding workforce optimization with NICE CXone features, we have worked standalone with only the QM that has been initiated. Workforce has yet to be deployed as part of the bundle, and only QM has been utilized so far. I work with the AI-driven tools in NICE CXone, specifically AI CoPilot and Enlight, which we are currently deploying in our system.
We're working in the finance space, banking, and our customers that we support are primarily banks and remittance services. We are a contact center providing services to other businesses, primarily by phone, but we're currently looking at diversifying the channels with omnichannel support such as chat, email, and social media.
We use NICE CXone for voice routing and we have our IVR on it. We utilize ACD, IVR, and many other features. In our current application, we have implemented almost everything available. We build our own systems with NICE CXone. We control all the modules ourselves for the routing and queue management. We control our own systems, which is what we appreciate about NICE CXone. We're not relying on a third party to maintain our system. We are implementing chat, email, and voice capabilities. We have multi-channel functionality and are working on combining that into an omnichannel experience for the users.
I use NICE CXone ( /products/nice-cxone-reviews ) for several purposes, such as addressing issues where calls are dropping or getting diffused. I also encounter situations where prompts are not playing properly, and hours of operations are not functioning correctly. After migrating from Avaya to NICE CXone ( /products/nice-cxone-reviews ), I have experienced minimal issues like sound quality problems and instances where agents do not receive calls. These issues are, however, very minimal, indicating stability.
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
Donor Management Coordinator at Legacy Donor Services Foundation
Real User
May 21, 2020
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.
Service Level Supervisor at a comms service provider with 51-200 employees
Real User
Mar 19, 2020
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.
Customer Service Manager at a wholesaler/distributor with 51-200 employees
Real User
Mar 17, 2020
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 enhances customer service with AI-driven tools, omnichannel support, and dynamic help systems. Ideal for contact separation and centralized reporting, it simplifies call and email handling with real-time analytics and a flexible interface.NICE CXone supports sophisticated customer interactions by offering features to improve call management and reporting. Integrating omnichannel experiences through consistent analytics, it provides efficient WebRTC functionality and customization....
NICE CXone is used for contact center, call distribution, chat, email, and SMS messaging. There may be a business requirement to add a new chat channel for a new client that's coming up under a specific application, so we would gather requirements and get sign-off, build the solution and implement it into production.
I am currently not using NICE CXone, but in previous projects, I implemented NICE CXone into one of my projects. I implemented NICE CXone with our Service Cloud within Salesforce where sales agents and service agents could get calls directly from the softphone inside Salesforce and could see all related contact, case information, and account information while providing answers to their respective customers over the call. I integrated NICE CXone with our Service Cloud Omni-Channel. The use case was that whenever users were facing problems while ordering into the Experience Cloud, they had the ability to call the call center. Automatically when they were calling, using the connector and the softphone inside Omni, agents could take their calls and on behalf of those customers, after call validation and speech validation, they could place orders on behalf of the customers, saving a lot of time and helping them in real time without worry about security constraints.
My main use case for NICE CXone is all inbound and outbound telephony for scheduling new patients for their visits.
My main use case for NICE CXone is as a schedule tracker. I check my start time, end time, and my scheduled tea breaks and lunch breaks, which also appear in the system. If I want to swap schedules with my colleagues who have the same function in my team, then I can change either my daily schedule with theirs or I can exchange a Saturday to work a day off in their time, for example. I wanted to change my Sunday and Saturday for NICE CXone because a colleague of mine wanted to be off for Father's Day, which was the 21st, and I was working the following Saturday, the 4th. It really helped to give him the Saturday that he needed. I went on to the group schedules tab, clicked on trade a schedule, entered select from agent, entered his name, and then selected the chosen dates. I mentioned that I was swapping for my day off, and then clicked on send request. I alerted my colleague that the request had already been sent through so that he could check on his system to review the pending request and approve it. In addition to my previous points about NICE CXone, I can also track how many cases or how many records I have worked on for the day. Sometimes I think there is a bit of a lag or delay in the way it updates. For example, because I mainly do web chat and live interactions through our app or website chat, I would go on to NICE CXone just to see how many interactions I have completed or note how much time I have spent on interactions for the day. However, it can be a bit delayed in updating real-time stats.
My main use case for NICE CXone is workforce management and workforce engagement. One specific example of how I use NICE CXone for workforce management and engagement is to monitor quality assurance for our call recordings and customer experience interactions. NICE CXone helps with monitoring quality assurance for call recordings and customer interactions by recording calls and creating transcripts from text or SMS, which are then sent to the quality management tool or a WEM tool, allowing us to automatically score those calls for compliance and quality, and document processes to improve in the areas that were scored.
We use NICE CXone for inbound and outbound calling and other digital channels for contact center purposes across all verticals. We are a system integrator and telecom provider that bundles this platform with our services and sells it to our customers. We utilize all the features of NICE CXone because, based on customer requirements, it meets all aspects of features and functionality that are required. We work with multiple customers and position contact center solutions based on their needs, including inbound, outbound, all other digital channels, analytics, and AI features. We position solutions based on requirements, which can be NICE CXone or Genesis based on regional availability and customer budget appetite. Regarding the analytics aspect of NICE CXone, we have not deployed it for any customers. We have reviewed the product capability through a product demo, but it has yet to be deployed for any customers. We have worked with the omnichannel capabilities in NICE CXone. Regarding workforce optimization with NICE CXone features, we have worked standalone with only the QM that has been initiated. Workforce has yet to be deployed as part of the bundle, and only QM has been utilized so far. I work with the AI-driven tools in NICE CXone, specifically AI CoPilot and Enlight, which we are currently deploying in our system.
We're working in the finance space, banking, and our customers that we support are primarily banks and remittance services. We are a contact center providing services to other businesses, primarily by phone, but we're currently looking at diversifying the channels with omnichannel support such as chat, email, and social media.
We use NICE CXone for voice routing and we have our IVR on it. We utilize ACD, IVR, and many other features. In our current application, we have implemented almost everything available. We build our own systems with NICE CXone. We control all the modules ourselves for the routing and queue management. We control our own systems, which is what we appreciate about NICE CXone. We're not relying on a third party to maintain our system. We are implementing chat, email, and voice capabilities. We have multi-channel functionality and are working on combining that into an omnichannel experience for the users.
I use NICE CXone ( /products/nice-cxone-reviews ) for several purposes, such as addressing issues where calls are dropping or getting diffused. I also encounter situations where prompts are not playing properly, and hours of operations are not functioning correctly. After migrating from Avaya to NICE CXone ( /products/nice-cxone-reviews ), I have experienced minimal issues like sound quality problems and instances where agents do not receive calls. These issues are, however, very minimal, indicating stability.
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
We operate in a call center and take a high volume of calls.
Our use case is to: * receive and make calls * receive and send out emails * obtain phone recordings
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.
Organ/Tissue/Eye donation call center.
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.
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.