Item: NICE CXone
Rating: 10
Author: Lucas Mesquita

Use Cases and Deployment Scope

NICE is being used throughout the organization. I really like NICE because we who work with the call center are always in contact with the customer and NICE makes this a lot easier, as calls don't drop or fail, making our work [better], efficient, and effective.

Pros and Cons

Video calls and call.
Regulate break times well.
Manages the time worked.

I don't really like having to put +55 on every call.
NICE could have a program that warns about the break time because many times we forget to take the break and end up pushing the limit.
Sometimes the line changes out of nowhere.

Return on Investment

Efficiency in calls
Great cost benefit
Excellent system

Customization

I believe that custom call scripts are being used in the company, which is making the work much easier, agile and practical. The impact it had on the company was that the calls were much clearer, making our work excellent and so we were able to solve customer problems.

Usability

NICE is very fast, practical and agile. I really like NICE because we who work with the call center are always getting in touch with the customer and NICE makes this a lot easier, as calls do not drop or fail, making our work much more efficient and effective.

Reporting Capabilities

So the only report we have is to define how many calls we made that day, and this function NICE does very well.

Products Replaced

Yes - We used Verisys before. The company decided to use NICE because the other system was giving [us] a lot of problems with connections and made the work very difficult.

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?

Yes

Did implementation of NICE CXone go as expected?

Yes

Would you buy NICE CXone again?

Yes

Other Software Used

Microsoft Teams, Skype, DPS Outlook Office

Likelihood to Recommend

With this NICE feature, we don't need to keep putting the card numbers in all calls, making our work easier and making our service more agile, and the part of making calls is really good. I don't really like the part of having to keep putting +55 every time to make a call [because] sometimes it gets in the way of the numbers causing the numbers to get all scrambled. I also think that NICE could have a program to warn about the times of breaks because many times we forget to take breaks, making the breaks too long.

NICE is one of the best products you can have in your company.

Overall Satisfaction with NICE CXone (formerly NICE inContact)