Item: NICE CXone
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

We are using Nice CXone for our Sales Department. We needed a new call center solution to be able to have callback features, prompts, and also better data and reporting over the leads. Additionally, they work with Ring Central which we have a good relationship with. It's been a very user friendly interface compared to a competitor we used before.

Pros and Cons

Easy to find menu and dashboard.
Keeps a history of all changes made to make sure no unauthorized user makes changes.
Ability to require a disposition after every call.

Overwhelming to learn in the beginning.
Have to go to two different sections sometimes when making a user change.

Return on Investment

Has helped us keep better track of our leads.
Has trouble integrating with our CRM.
Set up was extremely organized.

Customization

Personalized call scripts and prompts based on our different campaigns.

Usability

I believe they are very flexible in building new tools if you ask. They also have a very user-friendly agent portal for older agents who have trouble with technology.

Reporting Capabilities

Our previous call center management made running reports a nightmare. NICE CXone has the ability to customize reports to tailor to our business in addition to pre-made reports.

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?

I wasn't involved with the selection/purchase process

Did implementation of NICE CXone go as expected?

Yes

Would you buy NICE CXone again?

Yes

Other Software Used

Cloud Management for Microsoft 365, powered by AvePoint Cloud, Adobe Acrobat Reader DC, Lexis Advance

Likelihood to Recommend

NICE CXone is great for any sales floor looking to improve their closing and keep a well oiled sales team. It allows you to make sure you have available agents to take calls. Additionally, you can run reports over different metrics to help you make better future business decisions over how many agents you need during peak call hours. We are an inbound sales department, so I am not sure if NICE CXone is a good option for outbound sales dialing.

Great solution for sales floor management

Overall Satisfaction with NICE CXone (formerly NICE inContact)