Item: NICE CXone
Rating: 10
Author: Erin Pratl

Use Cases and Deployment Scope

I have used this platform before, during, and now after the COVID 19 Pandemic. It kept my coworkers and I at work the entire time from home and in the office which has been a bit of an unchartered time but NICE CXone has supported all of our needs. Any times there were issues their support team was more than helpful in fixing them in a timely manner.

Pros and Cons

Speedy support team
Easily can work from home or in the office without issue
User friendly

Has some glitches with skipping contacts
Does go "down" on occasion

Return on Investment

Made working from home so easy
Easy to use in a hybrid work environment

Customization

We currently do not use this software through NICE CXone.

Usability

NICE CXone has made it so easy to work from home and then work in a hybrid (from home/work on opposite days) environment. I can still get my job done no matter where I am which has been amazing during the COVID 19 Pandemic. NICE CXone kept my coworkers and I working seamlessly the entire time.

Reporting Capabilities

We do not use this feature to NICE CXone.

Products Replaced

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?

Yes

Did implementation of NICE CXone go as expected?

Yes

Would you buy NICE CXone again?

Yes

Likelihood to Recommend

It is amazing for the hybrid work environment we currently have. I can dial into any cellphone or office phone and be calling off my work number. very user friendly in this unprecedented time. When we began working from home it was very easy to use NICE CXone to continue work as usual.

Hybrid work environment

Overall Satisfaction with NICE CXone (formerly NICE inContact)