Item: NICE CXone
Rating: 10
Author: GUSTAVO DE SOUZA ALVES

Use Cases and Deployment Scope

NICE CXone is being used by the entire company in all departments that operate in customer service.

Pros and Cons

The UX Design (User Experience Design) is amazing. The layout is light, beautiful and practical.
Clean, quiet connection and the program makes the service much easier.
The fact that we can customize our experience like sounds, software colors and many others.

The fact of having to put the country code before the phone ends up reducing the service time a little, if this were removed and there was a code that allowed the link to the system automatically between the country, it would be better.
The service history could record all calls for the day, but records only the last 3.
They could make the way of choosing competences before the call easier and more automatic.

Return on Investment

Service efficiency improved a lot, in terms of productivity and other points.
It was productive to serve [using] NICE CXone - this increases productivity and consequently improves the final result.
Through clean calls and great service, it generated customer satisfaction.

[Customized with] some custom sounds and notifications. In addition to tracking daily reports based on productivity. I don't have access to other customizations, but we all customize to meet our daily needs.

Usability

Overall it's great. I could write hundreds of reviews about NICE CXone. It's perfect and made a very positive impact.

Reporting Capabilities

At the moment I use the custom reports function very little.

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?

Yes

Did implementation of NICE CXone go as expected?

Yes

Would you buy NICE CXone again?

Yes

Other Software Used

Microsoft 365 (formerly Office 365)

Likelihood to Recommend

I like NICE CXone. It's fast, practical, [and] the design is cool. The connection is clean and this helps a lot in the quality of our service. The arrival helped in productivity, although some points still leave something to be desired. But the good [parts] are really amazing.

NICE CXone is perfect.

Overall Satisfaction with NICE CXone (formerly NICE inContact)