NICE CXone is transformational and Cost Effective for your call center
July 08, 2022

NICE CXone is transformational and Cost Effective for your call center

Jeffrey Fawcett | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with NICE CXone

We use NICE CXone as our Telephony system. We use it for forecasting, receiving calls, emails, and chats. We also use it for our QA system. The product addresses the need we have for one complete system that does everything for us instead of multiple systems. Because it is cloud-based it allows flexibility for our agents and helped us to get rid of an old desktop phone system. The product has reduced our training time in the classroom because it is all-inclusive. We can now train our agents on the phone system, chat and email much more quickly because it is all the same product. The look and feel of it are very intuitive and even a new user, picks up on it very quickly. Quality assurance was made much easier with the new system in that it records all the interactions. Now we can listen to and do quality control even after an agent has gone home for the day to provide feedback. This helped reduce the size of our QA team during our holiday season. NICE CXone also allows us to do forecasting and has helped to eliminate a need for other forecasting software.
  • Reduces training time
  • Combines several systems into one
  • Allows agent flexibility for work locations
  • Does not require much IT support
  • Provides detail reporting and tracking of agents statistics
  • Records all interactions
  • Work Force Management continues to improve.
  • Integration with Microsoft Teams would be nice.
  • Customer Sentiment works well and continues to improve.
  • Immediately saved us money by eliminating several older products and combined them all into one.
  • Reduced training time
  • Reduced staff on the QM Team
  • Allows flexibility for agent location
  • Simplified IT Support
We have customized a number of reports that have helped us to track customer needs and agent performance. One of the changes that it has allowed us to do is to have all of our agents now take calls and chats due to the simplicity of the system. We no longer have to have separate teams handling chats and phone calls. This has allowed a quicker response to a growing chat channel and has reduced the agent count for chat only.
Because we can take a brand new, seasonal agent, and within a very short window, they are understanding the system and already taking calls and interacting with our customers. Due to the number of seasonal employees we bring in during the holiday season, we need the system to be intuitive.
There are so many pre-built reports in the system that you have to spend time deciding which ones work best for you. Something else that we appreciate is that NICE CXone is always adding other pre-built reports that customers may ask for. They then make those reports available to all of their users. Our agents and executive staff really like the dashboards because they can quickly see what is happening in the call center without any explanation.
Yes - A telephony desktop system.
Chat and email software
Workforce Management Software
QM Software and hardware

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

NICE is well suited for call centers of all sizes and locations. We had just moved to NICE CXone before the pandemic and it allowed us great flexibility where our agents worked. NICE CXone works really well for outsourcing because it requires little IT bandwidth and involvement and still gives the home location control on everything that is going on within the call center regardless of where the call center is located. It also works really well for anyone who is concerned about cost. Its price is very competitive with other systems. The technical support from NICE CXone is far above average and it would work well for anyone looking to free up their IT department. It might be less appropriate for anyone who does not want to move their calls into the cloud.

NICE CXone Feature Ratings

Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
Not Rated
Interactive voice response
10
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
10
Multichannel integration
10
CRM software integration
10
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
Not Rated
Customer interaction analytics
10

NICE CXone Support

ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
No. The basic support has proven more than sufficient.
Yes - Yes! It was addressed quickly and corrected.
We get to meet weekly with a support agent who provides insights, and training and we can share any issues we might be experiencing.