Item: NICE CXone
Rating: 10
Author: Ariel Guevara

Use Cases and Deployment Scope

NICE CXone [(formerly NICE inContact)] is used across several departments, for internal communications and for customers being assisted outside of the organization. The management panel is also used to monitor agents on the phones and for workforce management. The application helps with incoming and outgoing phone calls for and from customers and make it easy to handle.

Pros and Cons

Intuitive and easy to use
Realiable
Good infrastructure

An easier menu
Better tools for tracking calls
Better monitoring tools

Return on Investment

Great customer handling
Connection to physical phone issues
Great dashboard and call analytics

Customization

I have not personally customized the reports or personalized call scripts but I have seen other departments and users that have done so and they do manage to create very specific reports and calls scripts that help their agents with calls and ease their way into managing large agent groups.

Usability

There are a few options that are really hard to find if you do not know the jargon or what exactly you are looking for. The first week using [NICE CXone (formerly NICE inContact)] I had to look for some options in every single menu in order to find what I was looking for, but after a few days I was able to familiarize with it.

Reporting Capabilities

I would say 8 due to that fact that I have not created custom reports. I have worked with exporting existing reports and it works great but there are a limited amount of formats that you can export. Being able to export it to several formats would be an excellent option.

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?

Yes

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

Five9, Citrix Virtual Apps (formerly XenApp), 8x8 Contact Center

Likelihood to Recommend

A call center is a good scenario where NICE CXone [(formerly NICE inContact)] is well suited, it helps with handling a large volume of calls and as well a large amount of call center agents that receive them.

An scenario where it is less appropriate is where the customer service team deals with users in a physical and face to face way.

Great Software and Telephony Solution for BPOs and Contact Centers

Overall Satisfaction with NICE CXone (formerly NICE inContact)