Item: NICE CXone
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

We currently use NICE CXone in our call centers who handle calls from our external customer. We also use it for our internal Service Desk. We have several different call centers with different ACD call flows.

We switched to NICE CXone approximately 2 and a half years ago to have a consolidated platform for our call centers and to drive cost savings by having a single cloud-based platform.

Pros and Cons

Up-Time - NICE CXone is a very stable platform with minimal outages or performance issues
Ease of Use - NICE CXone is easy to set-up and manage users. It's also very easy to set-up up call flows, change call flows, update holiday hours, etc. Day-to-day system maintenance is very easy
Training - NICE CXone offers training documentation and videos that are very intuitive and easy to use.

Support - The support portal is easy to use, but I wish the overall technical support was a little better. They often ask for call samples for issues, and they never seem to be "fresh" enough, meaning that they are already out of date.

Return on Investment

We were able to terminate our previous contracts with our on-site call center software, saving us approximately 32% annually. We also were able to retire the servers the solution was living on.
We were able to terminate a number of POTS line's that we were no longer needed to support NICE CXone. This savings was approximately 19%.

Customization

We have customized NICE CXone in many ways for our enterprise. We have multiple call centers that operate in different ways:
- Customized call routing per call center.
- Customized call reporting per organization.
- Personalized call scripts for each call center

The impact has been invaluable because it's allowed us to leverage a single technology platform, while allowing autonomy for our individual call centers.

Usability

It's an outstanding call center platform that offers a lot of flexibility and customization to accomplish an organizations goal. I would highly recommend NICE CXone based on it's ease of use.

Reporting Capabilities

Reporting is exceptional with NICE CXone. It has a multitude of pre-built reports, but also offers the flexibility to build your own reports. We use a combination of canned reports as well as customized reports. It also allows us to do customized reports for each of our call centers as each organization has different needs and requirements.

Products Replaced

Yes - Through acquisitions we had multiple call center platforms, including Cisco and Mitel. We wanted to move to consolidate onto one platform and took the opportunity to move to a cloud-based platform. After we performed multiple Vendor reviews, we landed on NICE CXone, and have been very happy with our decision. Not only did we consolidate onto one platform, but we also saved money by doing so. The product has met all of our needs.

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

Likelihood to Recommend

I feel that NICE CXone is well-suited for any and all call centers. It's versatile and can be used for small call centers or very large call centers. It has a ton of features and is easy to manage and maintain.

My only issue is the support they offer. Again, the system is very stable and we don't need to utilize support often, but when we do I feel it's not as intuitive or helpful as I would help.

Nice CXone - Exceptional Call Center Platform

Overall Satisfaction with NICE CXone