Item: NICE CXone
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

NICE CXone is used company wide. We use it so that we are able to see all info and details about a client, including notes from all their files, in one place. This helps us see everything all in one place like if someone calls in and is already a current client.

Pros and Cons

One stop shop, everything about a caller/client all in one place.
Allows us to closely monitor our own metrics such as working time and unavailable times.
Can easily see and set up our schedules throughout the week.

Speed. There are times where it seems to run slower than it should.
Accurate metrics. I have noticed that my away times, working times, etc. are not accurate. I've asked about this and been told that it's just off. Great feature to have if it's correct info.

Return on Investment

Increase[d] efficiency is something I notice on my end.

Customization

I have not done this.

Usability

For everything I need to do at my level it works well.

Reporting Capabilities

Doesn't apply to my uses.

Products Replaced

Yes - HUD

Other Software Used

Fuze

Likelihood to Recommend

For our business it is well suited for having all of a callers/clients info in one snapshot. Even notes from different files will be all in one place.

One Stop Shop

Overall Satisfaction with NICE CXone (formerly NICE inContact)