Item: NICE CXone
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

We use NICE in some departments. It has been helpful to us since we have been working from home during the COVID-19 pandemic. We are able to still make and receive calls from customers by routing calls to our cell phones or landlines. It has also helped in availability.

Pros and Cons

Routing calls to a phone number of your choice
Routing calls within the company
Showing agent status

It seems to close randomly which is time consuming to restart the dashboard.
Sometimes it does not connect the call properly.
At times there seems to be a lag in the conversation from one side to the other.

Return on Investment

Increased efficiency in agents

Usability

Some lagging in voice and random shut downs.

Reporting Capabilities

Not something I would do from my level. I do not do this.

Products Replaced

Not Sure

Likelihood to Recommend

NICE has been successful in keeping us all on the same phone network even while our office has been closed. It allows us to utilize personal cell phones to work and stay in contact with our customers. I would say [if] there are desk phones available at the office then that is preferable, however, with some employees within our company working from home at times, it is very helpful to keep us on the same network.

Easy at home work integration

Overall Satisfaction with NICE CXone (formerly NICE inContact)