Item: NICE CXone
Rating: 6
Author: Paul Jebe

Use Cases and Deployment Scope

We use NICE CXone to provide Contact Center functionality in tandem with RingCentral MVP. RingCentral's features do not include common Contact Center functions such as robust IVR, skills based routing, integrated web-chat, etc, so they contract with NICE CXone to provide these feature via integration between their systems.

Pros and Cons

Deep and robust tool set for designing contact flow
Respectable uptime
Phone based customer support is responsive

Integration with RingCentral is basic at best and not well documented
They charge per engagement for configuration support
Admin console is unnecessarily complicated and cumbersome to use

Return on Investment

It has offered us new tools to manage customer interactions
While it gathers a lot of metrics and data concerning our customer contacts the data lies mostly out of reach behind cumbersome and difficult to understand interfaces.
Recording conversations for review or legal purposes is relatively easy to accomplish, but storing those recordings for any reasonable length of time will cost you big money that seems out of line with other industry storage. It's baffling that this isn't simply included with the already high fees paid for the service.

Customization

The tools used to create this customization are very complex, and as such we've had to lean on NICE for support. They charge heavy fees for such support (not included with your recurring service fees) and as such there are a lot of features we're simply not leveraging. We've even abandoned the use of some features because the way they present in the client software is too cumbersome for end users to handle reliably.

Usability

The admin console, call flow design software, and the end user client software are very complex and powerful, and yet the UI for all three isn't up to the task.

Reporting Capabilities

The data is there, and some things are very easy to find. Dashboards are fairly easy and intuitive. However some data is simply out of reach due to limited canned reporting options and lack of decent tools/documentation.

Products Replaced

Key Insights

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

Are you happy with NICE CXone's feature set?

Yes

Did NICE CXone live up to sales and marketing promises?

Did implementation of NICE CXone go as expected?

Would you buy NICE CXone again?

Other Software Used

RingCentral MVP, Microsoft Office 2016 (discontinued)

Likelihood to Recommend

The service is powerful and can likely accommodate any scenario you can imagine. However configuration of the service is very complex and they will charge you hefty fees to engage their support for assistance/guidance. This may be fine for companies large enough to support a dedicated voice engineer or two who can dedicate time to mastering the system, but it's a tough and expensive ask for a small company. The service has been reasonably reliable, but their "integration" with our primary provider (RingCentral) is laughable, requiring two separate software clients to be run and interacted with by end users. The integration is cumbersome across the board.

Maybe good for large companies, but not good value or service for smaller ones.

Overall Satisfaction with NICE CXone