Item: NICE CXone
Rating: 10
Author: Caio Cezar

Use Cases and Deployment Scope

Currently, NICE is used for calls, sending emails, and text messages. We also use the redial function if more than one contact with the customer is required. I'm not aware of whether the entire organization makes use of NICE; I'm just sure it's been adopted nationally in various sectors thought the organization.

Pros and Cons

Fast calls
More stability
Easy to transfer calls
Facility for conferences between technicians and customers

Ability to liaise between employees for communication.
A notification with a different ringtone.
Option to choose country code automatically in phone numbers.

Return on Investment

Productivity grew.
No difficulties with technical access.
Problems solved more easily.

Customization

With the settings, it was easier to adapt the tool to our functions, as we use it for calls, but there are other sectors that need to use sending emails or text messages, so the company can easily configure this for the functions of each sector. With these possibilities, it became easier for everyone to use the same tool and avoid problems.

Usability

The layout is very intuitive, and the system connects with links quickly. For those who use email, it is possible to send it directly from the tool, and for those who use text messages, it is also possible to send them directly from the tool. Furthermore, everything is integrated with the scaling, monitoring, etc. systems.

Reporting Capabilities

There's not much to say here because I don't make much use of these functions, but for those who use them constantly, it helps a lot and streamlines the feedback processes with employees.

Products Replaced

Yes -

Previously, we used FrontEnd Verisys for phone calls. The change was due to the ease and progress of NICE.

After the exchange, work became much easier for both employees and management. NICE does not have the same problems as the previous tool, such as user problems when it is necessary to recover.

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

Falcon, Microsoft 365 (formerly Office 365), Microsoft Teams

Likelihood to Recommend

NICE is great for making calls. It's usually quick and practical. When it is necessary to transfer to another sector you can easily do this, if necessary you can even make a conference between 2 technicians and the customer, thus facilitating some procedures and without having the need for the customer to return contact.

Nice, advanced, and agile

Overall Satisfaction with NICE CXone (formerly NICE inContact)