Item: NICE CXone
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

NICE CXone is used by my whole company for communication between departments related to the Contact Center. The departments who relate directly with the costumers such as Pre, During and After Travel, some areas of the accounting department and also the information central for the Costumer service representatives. It really makes communication between employees easy and fast.

Pros and Cons

Connection speed.
User friendly.
Layout.
Warm transfers.

Some info takes some time to load.
The change between layers (during call and the call log) is sometimes confusing.

Return on Investment

Clear communications.
Very user friendly.
Complete and useful statistic info.

Customization

I have not been involved in the customizing process of NICE CXone inside my company, but as a user I can see that they have done a very good job at giving us, customer service representatives, all the tool[s] we need to develop our tasks. The system has provided us just the tools we need to do our jobs in the best of ways.

Usability

As I have m[e]ntioned before, the fact that it has this simple layout, but at the same time a very clear map to navigate all around the tools and possibilities. Even from the first day I started getting used to the system, I didn't have any major problems to get the [h]ang of it. NICE CXone is very clear and simply intuitive.

Reporting Capabilities

Even though I am not directly related to that part of the business, I have seen how detailed and how complete the information my superiors get from the NICE CXcone system [is]. I have see[n] how they can monitor their team and get a very good sense of how every representative is doing.

Products Replaced

Not Sure

Key Insights

Do you think NICE CXone delivers good value for the price?

Not sure

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

AuditStream

Likelihood to Recommend

NICE CXone is very suitable for companies like ALG with a high amount of employees and that, as a result of the Covid-19 pandemic, had to change the way their employees work. In order to organize an online office, NICE CXone works to perfection. On the other hand, since this is a very complex and capable software, for companies where communication between employees and consumers is simpler, the traditional home office system may be enough.

Easy to use and high quality.

Overall Satisfaction with NICE CXone (formerly NICE inContact)