Item: NICE CXone
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

We use NICE CXone to answer inbound calls and make a call. It also would allow us to make a schedule for when to call back the client. One of the problems the product addresses is, that if there is a long queue, a guest can request a callback and still continue on his or her current queue without going back to 0.

Pros and Cons

caller can request a callback
we can create a callback schedule
easy answer on inbounds
easy outbound process
all contact in the company are visible so it is easy to transfer to other department

sometimes it will show some error that we cannot answer calls
the rest is perfect

Return on Investment

more calls coming in
easy outbound process, saves time
customer satisfaction, we no longer ask same information the client given on the automated system

Customization

This question does not apply to my line of business. However, I can make schedules on NICE CXone, and schedule when to call back clients. Change its settings like the color and its ringtone. When you encounter problems, there is also a help option in the tool itself but I have not tried using it yet.

Usability

Aside from NICE CXone, I've experienced using different softphones but it is the best so far. The color and display are quite attractive compared to other brands, it is more user-friendly and it is not hard to navigate the tool. Easy to log in and log out as well and set up is one time as well.

Reporting Capabilities

I have not used it for reporting but based on the support experience, for example, having coaching, really makes the work easier. They can easily gather the recording and the recordings are clear. Also, they can be able to adjust agent tagging on their end especially during some power interruptions.

Products Replaced

Yes - Avaya, NICE CXone is more convenient to use. it is outside Citrix so we can access and use it without logging in to another tool first. It has more broad usage. Unlike Avaya, it has all the contacts from another department. It saves time because instead of looking for numbers and then dialing them, we can easily locate the contact inside the NICE CXone itself.

Key Insights

Do you think NICE CXone delivers good value for the price?

Yes

Are you happy with NICE CXone's feature set?

Yes

Did NICE CXone live up to sales and marketing promises?

Yes

Did implementation of NICE CXone go as expected?

Yes

Would you buy NICE CXone again?

Yes

Likelihood to Recommend

Sometimes we are able to answer calls that are supposedly for other department but with NICE CXones features, all the number from other departments of the company is accessible so we can easily transfer the call in an instant. In our type of work, it really is a helpful and very time-saving tool. I cannot think of anything where it s less appropriate except when the internet connection is slow maybe?

NICE CXone the best!

Overall Satisfaction with NICE CXone