Item: NICE CXone
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

We use NICE CXone to provide our customers with call center solution programs, their IVRs for incoming calls, their outbound campaigns, chat, voice, and surveying with ECHO and now with Feedback Management. We use it to provide services to many customers in many fields, and NICE CXone is almost always the go-to solution we pitch.

Pros and Cons

Great Admin tool to handle the customer's agents and group them according to access levels.
Intuitive IVR programing using Studio.
An excellent use of analytics allows our customers to identify trends and anticipate their needs.

User Interface enhancements would be welcomed.
Enhancing the integration capabilities with third-party systems.
Continuing to enhance Analytics and all aspects of the tool with AI.

Return on Investment

Improve customer satisfaction.
Better operational efficiency using workforce optimization.
Reduced customer churn with great analytics capabilities which provides great insight into customer behavior.

Customization

We have tailored reports within NICE CXOne to capture specific metrics and KPIs most relevant to our operations. For example, we've created reports to track agent performance, customer satisfaction scores, and trends in customer inquiries. We have created customer-specific call scripts and IVRs. We have integrated a third-party system and connected CXone to our CRM system.

Usability

NICE CXone offers a very intuitive interface that is easy for our customers to understand in a short period of time and easy for us to administrate. All tools like Admin, ACD, Reporting, and Analytics are very user-friendly, and with little training, customers can reap the benefits of the tools.

Reporting Capabilities

NICE CXOne's reporting makes our clients understand their customer service performance. It gives clear data on things like customer satisfaction and agent productivity by creating customized reports. With simple graphs and charts, they can see what's working and what needs improvement. It helps our clients make smarter decisions to keep their customers happy.

Products Replaced

Not Sure

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?

I wasn't involved with the selection/purchase process

Did implementation of NICE CXone go as expected?

I wasn't involved with the implementation phase

Would you buy NICE CXone again?

Yes

Other Software Used

Vonage Business Communications, Zendesk Suite, IBM Maximo Application Suite

Likelihood to Recommend

NICE CXone offers a comprehensive range of tools that cover every aspect of customer interaction, from omnichannel communication to analytics and workforce optimization. It makes it very simple for us administrators to provide everything the customer needs. At the moment, I cannot think of a scenario where CXone is less appropriate, at least when comparing it to its competitors.

NICE CXone.

Overall Satisfaction with NICE CXone