Item: NICE CXone
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

The whole organization uses it for taking calls of customers, having good experience with it. [...] This software is helping really [well]. The agent reports option gives you a [really] good check on your performance and [helpful] in some cases when you have to prove something to higher authorities.

Pros and Cons

Outbound calls
Chat option
Team option
Agent reports
Messages
Team member status

Crashing sometimes
Few bug fixes
Metrics

Return on Investment

Satisfying our customers with outbound
Call history
Message option
Agent reports
Access to team members in your skill
Number of team members online, offline is

Customization

I don't have access to admin, so do not know much about it.

Usability

As mentioned before, its features are really helpful. Usability also is really easy and quick, as most of the call centers need their workers exactly on time. So if you are late sometimes you don't have to wait for login and you don't have to login in different steps to get the final step, it's really quick and easy.

Reporting Capabilities

Never used [the] dashboard up till now, but if needed it [has] some cool features such as custom replies and settings for your software to update it according to your needs.

Products Replaced

Not Sure

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?

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

Other Software Used

Five9, AvePoint SharePoint & Microsoft 365 Migration, Zimbra Cloud

Likelihood to Recommend

Love the outbound option, as in our line of work customer [satisfaction] is everything. You can call back your customer in case the call gets disconnected. Also, you have lots of dispositions and agent reports section where you can check your performance of the day, week, and customized period of time. NICE CXone (formerly NICE inContact) really helps to improve your performance.

NICE CXone (formerly NICE inContact) features

Overall Satisfaction with NICE CXone (formerly NICE inContact)