Item: NICE CXone
Rating: 7
Author: Jonathan Matthis

Use Cases and Deployment Scope

We use NICE CXone to contact our user base to provide support on open tickets the end user submits themselves as well as take warm transfer calls from the first level service desk in order to speak to the end user when needed to resolve their issue they called in on in a much more efficient and timely manner. The warm transfer process from level I to level II support has already increased the end user customer satisfaction as it more time than not allows for first call resolution of many reported issues.

Pros and Cons

Seamless integration into systems
Works on any computer as it is website based, not software based.
Allows for quick calls, scheduled calls and more
Quick options to call and work with teammates as a consultation process

I have experienced frequent issues with the dashboard loading which in turn causes Max to fail to load and function
Sometimes the functionality can be slow and get bogged down and the only solution is to reload the website

Return on Investment

Customization

No customization has been created for our company for NICE CXone.

Usability

NICE CXone is very easy to use and very intuitive for anyone that has any level of computer use. Minimal training, if any, is needed to get up and running for the user.

Reporting Capabilities

The website for NICE CXone gives the user a ton of analytics about their call activities, percentage of time the user is available vs working (in call) or available (waiting for calls). The user has access to their recordings and can selectively suspend recording of calls to protect their calling users personal identifiable information or if HIPPA or NDA will be an issue during calls

Products Replaced

Yes - Cisco Finesse

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

Likelihood to Recommend

If you need a phone solution for your company but don't want to have to rely on physical hardware to install or backend hardware to maintain this is a great solution that can be scaled per company size. This allows someone on your team to always be available for phone calls 24/7.

If you are looking for a more traditional setup with voicemail and holiday hours and physical handsets to hold in your hands, this is not for you as it is software based so it will require a headset and as with many things, a wired headset is always recommended.

NICE CXone - a scalable phone and contact solution to give you the edge on calls to and from your user base

Overall Satisfaction with NICE CXone