Item: NICE CXone
Rating: 5
Author: Verified User

Use Cases and Deployment Scope

We use NICE CXone for our call center inbound and outbound needs. This includes phone calls as well as emails for the majority of our call center. My specific department began using it for both; however, the software could not work how we needed it to for our department when it came to emails, so we just utilize it for phones. We also use the reporting features and most of the other features.

Pros and Cons

Easy to use
Numerous features

It is glitchy and needs restarted quite often.
The ability to see the emails in queue and work them in a specific order is not there.

Return on Investment

It helped combine several different programs into one.
Improved reporting.

Usability

Overall, this program had a wide range of features and can be manipulated to suit many different needs. While there are still some glitches and features missing, that is something you can come across with any software. There is no way to ensure it suits every company out there that may potentially utilize it.

Products Replaced

Not Sure

Other Software Used

Microsoft 365 (formerly Office 365), Microsoft Teams

Likelihood to Recommend

NICE CXone does well with covering a wide range of reporting features to help track necessary business needs. NICE CXone also handles the capacity of our call center calls very well. The layout and dashboards can be a bit confusing; however, one you get the hand of what everything is and does, it is much easier to operate.

This is a NICE program.

Overall Satisfaction with NICE CXone (formerly NICE inContact)