NICE CXone review
September 30, 2024
NICE CXone review
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with NICE CXone
We currently use a number of CXone Products (Telephony, Quality Monitoring, IEX, Feedback Manager, etc.). Implementing NICE CXone has allowed us to have more of a one stop shop for our business. Our prior applications were not synced and allowed for greater chance of error when moving data around. Having things all sync up (for the most part) has been a huge benefit for us.
Pros
- Live Monitoring
- Reporting
- Survey (Feedback Manager)
- Text Analytics to help identify trends
Cons
- Filter limits
- 100% syncing across all applications
- Some historical data issues
- Decrease in wait time to speak to an agent
- Increased customer satisfaction
- Streamlined processes
Yes - Genesys
We were not happy with their products and services and they wanted to transition us to a new platform that we did not have confidence in. Their applications were very siloed and did not sync up and their support was very lackluster.
We were not happy with their products and services and they wanted to transition us to a new platform that we did not have confidence in. Their applications were very siloed and did not sync up and their support was very lackluster.
Do you think NiCE CXone delivers good value for the price?
Not sure
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?
Yes
Would you buy NiCE CXone again?
Yes
Comments
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