Item: NICE CXone
Rating: 9
Author: Dre Wright

Use Cases and Deployment Scope

NICE CXone is just being used by the customer service department. When going remote due to Covid, we were unable to answer phones from home and we were not going to do so on our personal phones even if we had the number hidden. CXone allows us to take care of customers over the phone which limited the contacts we had at the start of remote life.

Pros and Cons

You can rewind and fast forward voicemails
You can call customers while listening to the voicemail instead of listening, writing the number down, and then calling
Has a nice clean interface

At least for our company, you do not have the option to accept calls after you have taken the first one as it automatically picks up and there is no setting to stop this
Logs out quickly when going on break for a few minutes
It would be nice if it could recognize when there isn't a voice as there are sometimes "voicemails" left with no message

Return on Investment

Increased efficiency
Allow customer service to reach a greater amount of customers
Offers customers another way to reach out to customer service

Customization

I honestly don't have any information on how the software was customized. I am just a customer service agent and not a manager or administrator.

Usability

NICE CXone is fairly easy to use and does not have a difficult learning curve. The tasks are pretty much in front of you and it allows you to easily take or transfer calls.

Reporting Capabilities

I do not have access to the reporting capabilities.

Products Replaced

Likelihood to Recommend

NICE CXone is well suited because it allows me to answer and take calls easily which is really all that is needed [for me] to do customer service. [I feel] It would be great if you had the ability to accept calls without the system doing it automatically.

My NICE CXone (formerly NICE inContact) Review

Overall Satisfaction with NICE CXone (formerly NICE inContact)