Item: NICE CXone
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

NICE CXone (formerly NICE inContact) is used in our inside sales department to allow sales reps to speak to potential clients from across the country. We can take calls, transfer between departments, and make outbound calls. It even allows us to make three-way calls and place people on hold. It allows NIS to function.

Pros and Cons

Quality of voice over the phone
Very reliable
Easy to use, very intuitive

Return on Investment

Increased efficiency
Less dropped calls
Better data reporting

Customization

I don't have access to this part of the business. I think it is set up very well. I would like it to be a little easy to stay up to date on the router. seems like the metrics don't always sync super quickly. Other than that it has been great to use.

Usability

[Almost] everything about NICE CXone (formerly NICE inContact) is super easy to use and very intuitive. I think some of the symbols they use for different functions could be a little easier to distinguish between. Overall, this has been way more enjoyable to use than five9. I have been very happy with the product.

Reporting Capabilities

The reports I have access to are very informative. I like being able to have more information about the router and the quality of calls coming in. I think it can be a little slow reporting sometimes though.

Products Replaced

Not Sure

Likelihood to Recommend

NICE CXone (formerly NICE inContact) is great for inbound calls and outbound calls. easy to make transfers to different departments if necessary. Larger business because it can handle having lots of people on all at once. I would not recommend this as much for a small company. I think it would have a lot [of] features they would not be able to fully utilize.

Better than five9

Overall Satisfaction with NICE CXone (formerly NICE inContact)