Item: NICE CXone
Rating: 7
Author: Verified User

Use Cases and Deployment Scope

We utilize many functions of CXone with our company in ACD, Performance Management, Feedback Management, WFO, and Real Time monitoring. This tool has allowed us to combine 11 different products and contracts under one umbrella to provide a one stop shop for our end users. This is utilized by our customer contact centers on a daily basis worldwide.

Pros and Cons

Providing a Cloud Solution
Keeping up to date with the newest technology
Providing support for implementation

Incorporating data from all systems into one tool
Having a complete solution when a new product is added to the tech stack
Platform performance for large companies

Return on Investment

We have been able to combine several contracts into one so that we aren't managing multiple contract updates
We have been able to leverage how many products we have with NICE to obtain discounts on services

Customization

We have been able to create custom roles and permissions based on our varying need by region and groups in our organization that has been very helpful with keeping up with our legal adherence.

Usability

In my opinion, there are still some kinks that need to be worked out but overall they have the right people working on getting the products up to speed at this time in each field.

Reporting Capabilities

In my opinion, some of the APIs and reports are not user friendly nor is the training given on them. They can also be hard to manipulate based on the need of the company.

Products Replaced

Yes - Avaya which was falling behind in technology updates not to mention they were costly when there were upgrades to be done.

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?

Did implementation of NICE CXone go as expected?

Yes

Would you buy NICE CXone again?

Yes

Likelihood to Recommend

If you have a lot of complete out of the box products that are working for your company then something like CXone might not have the same capabilities that you have with those other products. It does a good job of combining different tools in one product but they aren't always the most robust when they are first launched.

Great Product for your CEC portfolio

Overall Satisfaction with NICE CXone