Item: NICE CXone
Rating: 10
Author: Mohaideen Abdul Kadar M

Use Cases and Deployment Scope

We have a large number of customers all over the world and build a customer service call center in Nice for taking orders from clients which is very helpful and the support they have provided very extensively and also a prompt in their business. We used Genesys before and migrated to it 3 years ago, we faced a lot of struggles with Genesys but the Nice is really very friendly tool for us. Actually, I am part of the technical team, I personally felt that Nice is better than Genesys not only in support, addressing the issue as well, getting prompt assistance and exact fix for all the issues.

Pros and Cons

We can restrict the access for agents in this so that easily restrict them to avoid from the mistakes
The managers can easily setup a schedule via HOO for Holidays and during emergency which is more helpful.
The studio is more friendly with action items instead of coding, also the help option is very handy and easy to understand.
The call trace is more helpful and exact view of how the call process and it's very helpful for troubleshooting
Reporting is very easy and helpful.
Dashboard is awesome, no word to describe it

Please enable secondary ringer option in Salesforce
Please extend the notification time for incoming calls. It's just for 3-4 sec as of now, which leads us to miss the calls.
Need little improvement in reporting

Return on Investment

Minimized our cost
Extensive support
Well and user friendly scripting

Customization

We are customizing the reports based on the manager's requirements which is really very helpful for us. They can easily customize it based on their needs and support of technical agents. The managers are given good feedback about this and they felt very easy to run and schedule a report as per their recommendation.

Usability

The Nice system is very user-friendly and the configuration is easy to understand. We can easily access it with basic training and knowledge and simply the call distribution functionality is very accurate and work accordingly to the exact design. Also, the support from the technical team is really good and more responsible.

Reporting Capabilities

The reporting is very accurate and easy to understand. Also, we can schedule it based on our time range and when we required via an email that is more helpful inside the organization to showcase with everyone in the team. The report also come with the diagram that is very easily understandable and quickly get the info in short time.

Products Replaced

Yes - Yes, It has replaced our existing contact center application Genesys pure connect. This is really very handy to compare with our existing one and more reliable as well. Also, it is very user friendly than Genesys and we can make changes on our own and provide access to the manager roles so that they can easily modify the scheduled by themselves which is reduce our work.

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

Salesforce CMS, Microsoft 365, Microsoft Power BI

Likelihood to Recommend

The Nice is well suited for the customer service teams who are taking care of calls, we can easily set up an exact call flow and distribute calls to the agents very effectively. It's well suited for both big and small companies with prompt support and healthy relationship. We can go with Nice without any hesitation or second thoughts.

Nice in the name of Nice :)

Overall Satisfaction with NICE CXone