Item: NICE CXone
Rating: 10
Author: Alejandra Lopez

Use Cases and Deployment Scope

It is being used by the whole company. We call each other via NICE CXone or customers reach out to us via NICE CXone. We have different lines you can call, and it helps direct the customer to the appropriate place they are trying to reach. It also helps distinguish all the callers that are being connected.

Pros and Cons

It divided different departments.
It has a queue to show you how many calls are waiting.
IT shows the performance rate.

Return on Investment

It is able to keep track of when an employee is on lunch break or working.
It has the departments divided.
Can see performance ratings.

Usability

Everything is easily accessible. I can call, transfer and direct people to correct departments, place customers on hold, and do warm transfers. It lets us know why the customer is calling and allows us to give them the correct information so that the customer doesn't get rudely transferred.

Reporting Capabilities

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?

Other Software Used

Likelihood to Recommend

It divides the departments into correct lines. IT is easily accessible to contact the correct department. If I need to call an agent I can simply type the agent's name and I can reach out to them if available. It lets me know when someone isn't available or is on a call.

grrreeaat

Overall Satisfaction with NICE CXone (formerly NICE inContact)