Item: NICE CXone
Rating: 6
Author: Joshua Brown

Use Cases and Deployment Scope

The product works as advertised.

Pros and Cons

Logs in.
Allows me to work remotely.
Does what it should.

Magnifying the box results in loss of functionality.
i.e., need to scroll down to log out.
Sometimes causing the "log out" function to disappear.
Really not a fan of the orange color that the numbers show up as. Would be much better for user's eyesight if this showed up in BOLD BLACK TEXT.

Return on Investment

I'm not really at the level where I can make this sort of judgement call.
The program does work quite well.

This is another thing that's beyond my pay grade. I just use the system to facilitate my own work. Outside of the small issues mentioned earlier, orange text and so forth, the system works fine. However, I would welcome the ability to customize certain aspects of InContact.

Usability

It works fine.

Reporting Capabilities

Truthfully, I don't make use of this function, so I'm not really in a position to judge these capabilities.

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?

I wasn't involved with the implementation phase

Would you buy NICE CXone again?

Yes

Other Software Used

Google Forms

Likelihood to Recommend

As someone struggling with eye fatigue, my main issue with InContact has to do with the inability to have the numbers from callers show up in bold black text / high contrast text. Orange on White Background requires magnification that the system doesn't scale properly into. In general, having the ability to have bold text and high contrast throughout would be a godsend.

The Backbone of my work (works fine)

Overall Satisfaction with NICE CXone (formerly NICE inContact)