Item: NICE CXone
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

NICE CXone is used for inbound support calls for IT issues. The product is also used for inbound calls to our Sales team.
The product allows us to track and report on how the Service Desk is performing.
It allows the Service Desk to handle inbound calls efficiently and effectively.

Pros and Cons

Inbound Calls
Reporting
Support
Accessible from any Internet Connection

Some Calls get stuck and cant be answered
Sometimes the web client crashes
Audio quality can sometimes be an issue

Return on Investment

Improved call handling efficiency
improved SLA's for the Service Desk
improved SLA's for the Call Centre

Customization

I have customized reports to better track our teams SLA's and KPI's
I have customized call scripts to better handle inbound calls with IVR prompts, after hours diverts, ability to leave call back numbers.
I have customized dashboards to get a real time view of the teams efficiency and current SLA.

Usability

The web client is very easy to use and works via any internet connection.
The reports are easy to customize and target the statistics you need.
The call scripts and web client can handle just about any business need or user case and have the ability to efficiently handle all inbound calls.

Reporting Capabilities

the reports are easy to customize and use.
exporting to any format you need is simple and responsive.
the real time dashboard can show any statistics you need at a glance and is great to have up on a TV display for everyone to be able to see and track progress.

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?

Yes

Did implementation of NICE CXone go as expected?

Yes

Would you buy NICE CXone again?

Yes

Other Software Used

Microsoft Teams, Microsoft 365, Microsoft Azure Active Directory

Likelihood to Recommend

Great for any inbound call centre or IT service desk.
Great for any business looking to track and report on their team efficiency and SLA's
Great for any teams that want to have pre recorded messages played for all inbound calls
Great for any teams looking to play a recorded message for any major incidents within the business.

NICE CXone is a Great Product

Overall Satisfaction with NICE CXone