NICE CXOne is a CcaaS leader in Gartner’s magic quadrant & commands an extensive customer base; here, we are listing a few key essential differentiators and features to reasons why NICE CXOne is one of the best CcaaS platforms in the industry.
In this article, we will talk about the core five functionalities (Administration Interface, Extensive ACD feature set & options, MAX agent interface, In contact studio IVR & Reporting ).
CXONE advanced functionalities such as WFM, Dialer, scripting, snippets coding and API integrations, we will cover in our upcoming articles.
1. NICE CXOne Administration Interface
The cloud interface is clutter-free with nicely placed ready-to-use options ranging from General admin, Omnichannel routing, ACD routing, MAX agent, workforce management administration & reporting.
Under General Administration, common day-to-day works like employee management, user management, recording policies, and storage settings are easily accessible.
2. Extensive ACD feature set & options.
CXOne Boasts one of the most sophisticated ACD functionality & routing capabilities, ACD Skills, Campaigns, Dispositions, Points of contact, scripts, script schedules, hours of operations, workflow data, tags, email domains, outbound dialer administration, list management, stations, agents, chat, quick replies etc. all are available in an easy to use interface.
3. MAX agent interface
MAX agent interface is also easy to use, fully customisable and feature-rich with unique options such as Launch, messages, New calls, and Call handling features. MAX agents can log in through station ID, integrated softphone, or a small number. It also has a mobile-friendly interface making it easy for agents to answer calls.
4. CXONE In contact Studio IVR
CXOne has an integrated IVR studio interface which is GUI drag & drop, and supports low-level programming through snippets. The studio can be downloaded from the cloud instance and is authenticated before using it.
Studio offers versatile drag & drop capabilities to build omnichannel scripts ( Voice, Chat, SMS, social media). It has more than 100+ actions (tools) ranging from standard actions ( ACD routings, queueing, time zones, hours of operation etc.) to advanced scripting options to capture events, WFM, outbound dialers, Bot integrations etc.
In addition, there are advanced framework tools to leverage NICE CXOne APIs directly from the studio.
5. Reporting
Reporting is no doubt one of CXOne Forte, CXOne offers hundreds of prebuilt reports, which are customisable, also in-depth ACD reports, and dashboards, both real-time & historical. In addition, there is a separate set of reports area dedicated to outbound dialling.
