Item: NICE CXone
Rating: 8
Author: Connie Mendoza

Use Cases and Deployment Scope

NICE inContact is being used in my organization to take calls and mark what you are currently doing in your job position inside of the company. The whole organization is using NICE inContact. Until now there are not business problems with NICE inContact, none addressed. Our company finds this tool very useful.

Pros and Cons

Perfect timing of your status
Excellent connection
A friendly, easy tool to manage

Tool can be improved by not closing when it's not touched for a few minutes.
Tool is missing some options to let [you] know when someone is calling.

Return on Investment

Good impact with Omnichannel Routing
A very good Workforce Optimization
Good innovation with Open Cloud Foundation

Customization

In our business, we have a basic customiz[ation] of NICE inContact. Managers and workforce people use NICE and have it customized to make it easier check the reports of the calls and have a personalized call script whenever someone is calling to one of the agents, which is very useful to hear for what reason and what department is the client calling.

Usability

I give NICE a 10/10 because [it] is an easy tool [and] super useful to contact internal and external persons. It has different options for reporting & charts that help you to evaluate you and your team. Is very good to not need a really extensive training to understand the platform.

Reporting Capabilities

The reports are quite intuitive and you can go ahead and start exploring those reports from the day one. You don't need a special training for it. The help section of this tool is very good. Being new to the tool, [there is] nno need to have a browser open all the time to answer questions [as] you will be able to get answers that you need on the help section.

Products Replaced

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

8x8 Contact Center, Oracle Access Management

Likelihood to Recommend

I highly recommend this tool. NICE inContact is a trustworthy platform, full of amazing choices and very stable. I have been working with other platforms and NICE is one of the best in the market. [It has] many options to describe what are you currently doing and it has an excellent connection. It is very good for the type of company where I am.

NICE is very nice for your organization!

Overall Satisfaction with NICE CXone (formerly NICE inContact)