Item: NICE CXone
Rating: 5
Author: Verified User

Use Cases and Deployment Scope

I used it to clock into our phones and reach out to internal users when we handled calls and cases. Employees would call through our IT number on the Sunrun website and we would use NICE CXone to track how many calls would come in and connect our agent leg to handle calls and answer them directly. We would also troubleshoot NICE CXone for when other employees were having issues with their agent leg, audio, connection, etc.

Pros and Cons

Audio Clarity
Accuracy of call numbers
Very little bugs or issues with the software

Not a fan of the auto answer feature.
UI can be more user-friendly.
Transferring calls can sometimes be a hassle.

Return on Investment

Can manage our entire team remotely.
Not the most user-friendly to non-tech savvy people.
Some devices do not connect very well.

Customization

We created customized reports based on our team and individual metrics. We assigned one member of our team to listen to our calls and screen recordings and assign them back to us in the metrics tab to show how well we handled calls. This was also a great way for our managers to see how well we managed troubleshooting all the products visually and audibly.

Usability

Things could be improved, such as call history and a user-friendly UI. Besides that, it was a great way to track and manage our team remotely, which changed the game for us post-covid. Everything else was pretty simple to use whether it was answering calls, dialing a customer, or leaving a voicemail. Overall, everything is very straightforward.

Reporting Capabilities

The reporting itself was great. We could pull the number of calls that come in from the day, the week, and even the past hour. We could even split the call history per person to see if any team member was lagging behind and only taking one call the whole day or if someone was taking on too much work and taking twenty calls per day. It was a great way to see if anyone was slacking off or not.

Products Replaced

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?

I wasn't involved with the selection/purchase process

Did implementation of NICE CXone go as expected?

I wasn't involved with the implementation phase

Would you buy NICE CXone again?

Yes

Other Software Used

Microsoft Teams, Slack

Likelihood to Recommend

It's well-suited for anything related to IT, customer service, and call centers. This is a great way to handle a large volume of calls as well as manage a big team. The biggest plus is that you can handle a team remotely using NICE CXone, which can be difficult to handle and manage using other call products.

Great for First Time Caller Employees

Overall Satisfaction with NICE CXone