NICE CXone Primary Use Case

Customer Service Manager at a consumer goods company with 51-200 employees

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.

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Service Level Supervisor at a comms service provider with 51-200 employees

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.

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Donor Management Coordinator at Legacy Donor Services Foundation

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.

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Learn what your peers think about NICE CXone. Get advice and tips from experienced pros sharing their opinions. Updated: June 2021.
512,221 professionals have used our research since 2012.
Donor Management Coordinator at Legacy Donor Services Foundation

Our use case is to: 

  • receive and make calls
  • receive and send out emails
  • obtain phone recordings
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Donor Center Manager at Wytheville Community College

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

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Donor Management Supervisor at a pharma/biotech company with 201-500 employees

Organ/Tissue/Eye donation call center.

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Learn what your peers think about NICE CXone. Get advice and tips from experienced pros sharing their opinions. Updated: June 2021.
512,221 professionals have used our research since 2012.