Item: NICE CXone
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

NICE CXone (formerly NICE inContact) is being used by all the departments across the whole organization. We use this application to assist banks who [are] having issues with their application or software that the company owns. This is the tool that we use when clients [report] an issue with the application that they purchased from us.

Pros and Cons

It's user friendly.
Easy to navigate.
It has this function where it shows you what the client is saying on the other line.

It will be better if the app has this feature in which it makes a sound or notification that a call just came in. There's a low beeping sound when a call comes in, so you always need to wear your headset so you'll know once you got a call.

Return on Investment

Reduced costs

Customization

I don't have supervisor or manager access in NICE CXone (formerly NICE inContact), so I don't do these things.

Usability

The app itself is easy to use and set up. No need to install additional software since this app runs on a browser.
The app also is user-friendly so newbies won't have any issues navigating the app or making their self familiar with the app.

Reporting Capabilities

N/A

Products Replaced

Yes - The product that we were using before needs to have a VPN connection before we can use it.

Likelihood to Recommend

It is well suited for people who are on work from home set up. Easy to set up, no need to install an app, you just need to login on [to] a browser and it should work perfectly fine.

It's nice to have NICE.

Overall Satisfaction with NICE CXone (formerly NICE inContact)