Item: NICE CXone
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

Omnichannel support and outbound autodialer.

Pros and Cons

Support is fairly quick.
They offer multiple solutions to meet various needs.
Self service through the product is amazing.

They need better implementation vendors.
Better communication for releases and how it impacts users.

Return on Investment

Phone system that can provide reporting and insights.
Auto Dialer was not set up perfectly.

Customization

We have customized just about every aspect. Some of the key CRM integrations have been tricky and less than perfect.

Usability

NICE lives up to its reputation of being a self-service phone platform. Requires little to no IT involvement to operate.

Reporting Capabilities

Prebuilt and self-building reports are terrific. There seems to be a transition to a different reporting platform, which introduces complexities, but overall, it is still great.

Products Replaced

Yes - AWS Connect. AWS didn't have reporting or more advanced telephony and omnichannel support.

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?

Would you buy NICE CXone again?

Yes

Likelihood to Recommend

Anytime a phone system is needed with little to no IT support. The one-stop shop for omnichannel has been a game changer.

NICE is Great!

Overall Satisfaction with NICE CXone