Item: NICE CXone
Rating: 6
Author: Verified User

Use Cases and Deployment Scope

Fully integrated, it provides contact centers with intelligence when interacting with consumers. The solution performs cross-platform integration and includes omni-channel interactions, analytics, workforce optimization, automation, compliance and Artificial Intelligence.

Pros and Cons

The first and only platform that brings together – on an open cloud basis – the best customer journey analytics.
Workforce optimization.
By offering the industry's most used digital channels, with dozens of pre-integrated messaging, social and traditional voice/chat channels, including Facebook Messenger, Apple Business Chat, WhatsApp and many others native to the platform, organizations of all sizes and sectors can exceed customer expectations through the contact center.
Drives rapid innovation through open APIs, promoting scalability and reliability with guaranteed 99.99% uptime and professional-grade connectivity with assured voice quality.

Sometimes drops the call
Call refusal issues
The amount of times it freezes

Return on Investment

The tool is just perfect if you are going to be using for any inbound customer calls.
The work productivity log has been great and very informative for the department.
What we liked the most was the setup for learning.

Customization

The system we were using before did not include enough detail on productivity, and it also didn't allow for us to have people working from home and now we are able to. Along with that it helps us track the work flow for each individual and our team as a whole which is great!

Usability

Easy to use, although sometimes the screen freezes. Intuitive and easy-to-view screens without being polluted. We use all day, great software to work with.

Reporting Capabilities

Capability is pretty simple about reporting. We use many of the daily ones. This allows us to see what is happening and what has happened. We use some of the same criteria. Some of the reports that are not used very often in everyday life but are saved if we need them. Great help for future research.

Products Replaced

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

ApolloLIMS

Likelihood to Recommend

A great tool. The Agent helps in getting the details of the call and from where they are calling thus making it simpler for the end agents to get the relevant information quickly and cross verify that with the caller and proceed further without much ado. Able to login using the company email and doesn't require any extra efforts of validation to login.

Easiest program for customer contact

Overall Satisfaction with NICE CXone (formerly NICE inContact)