Item: NICE CXone
Rating: 7
Author: Leslie Daniels

Use Cases and Deployment Scope

We use Nice CXone to manage our customer experience calls and emails. It easily helps us respond to customers in the fastest and most efficient way. We currently use this in multiple departments that deal with interacting with customers. We enjoy the features that this product has and find it very beneficial to our company.

Pros and Cons

Managing multiple contacts on different platforms.
Managing time spent on different contacts.
Managing employee productivity.

Can be buggy at times.
Dropped calls are not that uncommon

Return on Investment

Allows us to save customers who are upset.
Increased efficiency of our employees.

Customization

We like how you can customize the product to fit your needs. It really helps with getting what we need out of the product.

Usability

Its good but could use improvements.

Reporting Capabilities

I think it is a fair rating.

Products Replaced

Likelihood to Recommend

This product is good for Customer Service departments to manage contacts and address customers in a quick and easy manner. Sometimes it can be a little hard to navigate for new users but our employees catch on pretty easily. We would definitely recommend it to someone looking for a way to manage customers.

Good service for customer service

Overall Satisfaction with NICE CXone (formerly NICE inContact)