Item: NICE CXone
Rating: 7
Author: Kyle Lewis

Use Cases and Deployment Scope

NICE CXone is used primarily for operating phone calls within our company, both internally, and to clients/participants around the country. the system is used to delegate, queue, and organize/sort the calls that come in to Mutual of America. we use NICE CXone on a daily basis to assist participants.

Pros and Cons

Manage high call volume.
Delegate calls.
Route calls to the correct person/department.

The app will sometimes crash.
Once or twice calls can be routed incorrectly.
Sending back to the same dept.

Return on Investment

Allows us to be more organized.
Allows us to protect clients personal information.
Recording and quality assurance.

Customization

I have not customized much on my end, but I can see that my manager is able to create groups, personalize reports, and manage employees using NICE CXone. I am able to look back on individual days to see where I am able to improve and make my job as smooth as possible

Usability

The app itself is very easy to use, it is mostly straightforward and makes what I need to do a lot easier. With that said, when you dive deeper into the app's features, there are many detailed features that are available to use. The breakdowns of available/unavailable times is very useful as well.

Reporting Capabilities

This feature is very detailed and can work to really maximize efficiency in my workplace. It's nice to be able to see how I am doing as far as calls taken, call time, etc, and to use that data to improve my performance at work. There are many useful data points that you are able to use.

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

Likelihood to Recommend

NICE CXone is especially well suited for a company that deals with a large number of callers on a day to day basis. The ability to have calls sorted and queued automatically is very helpful and time saving for a company with high call volumes/large queues. Smaller companies that receive a small number of calls may not need this software.

NICE CXone Review!!!

Overall Satisfaction with NICE CXone (formerly NICE inContact)