Item: NICE CXone
Rating: 10
Author: Jaine Evelyn

Use Cases and Deployment Scope

NICE is being handled by our department to make contact with customers in a quick and practical way. The analyst [is]
able to locate himself within the tool in question, so that he does not have difficulties when he needs to be fast [and] we do not lose the level of our services provided.

Pros and Cons

Good connections
Practical for Darius use
Very simple to use on a daily basis
Uses very good image to share
Uses always simple and objective image

Stay connected longer
Be more practical to locate for the 1 time of use even with "press here"
More specific reports

Return on Investment

Increase in contact efficiency
Practical for handling the tool
Objective for those looking for improvements in customer service

Customization

Only positive impact, as it made reporting easier, leaving more and more objective and with a different view from the others. So bring highlights in our customer presentation.
It also highlights the image of our company with new opportunities for growth within our institutions.

Usability

It is an excellent classification, because in light of the changes that the 21st century has seen, the tool has been standing out and following the needs of customers in a clear objective way and apparently that brings comfort to stay with the product just waiting for the improvements that the supplier itself offers.

Reporting Capabilities

It's a very good rating because in real time the tool became practical and with an easy view, a great designer. The tool has been standing out and following the needs of customers in a clear, objective way with the improvements that the supplier itself has been presenting for always keep[ing] good service.

Products Replaced

Yes - Verisys toolbar. There was a replacement because we found this new tool that we were looking for. [NICE is] a product with a good financial cost, a good practicality for the old and the new employees, [and] an image recognized in a spectacular way, without the end customer being impacted in any way.

Key Insights

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?

I wasn't involved with the implementation phase

Would you buy NICE CXone again?

Yes

Likelihood to Recommend

Very suitable for new and "old" employees who are practical in handling technology or not.
It's simple when it comes to locating [and] it has reports in practical ways to be extracted from the tool, some of which are very simple to immediately understand what it is about without even having looked at the manual.

Always looking for improvements

Overall Satisfaction with NICE CXone (formerly NICE inContact)