Item: NICE CXone
Rating: 10
Author: Leonardo Molina

Use Cases and Deployment Scope

KM2 is a BPO company and most of the clients like [NICE CXone (formerly NICE inContact)]. I like all the features it has and how clearly we can navigate in the web app. When the application is introduce to new agents they pick up very quickly how it works and are satisficed with its functionality[.]

Pros and Cons

Good quality management tools
Great connection, that cause no much of down time
Easy to understand

User interface could be nicer it still looks like an old software

Return on Investment

It make our call flow more effective

Customization

We make the most of its features like analytics, call quality, call managements, recording, call routing, warm transfer, calls scripts. I believe we use most of the features here and we like that we can determine the role of each employee and assign task and features that only that user needs to have[.]

Usability

I give this rating because I truly agreed in what I said[.] I have used other dialers but only [NICE CXone] provide the features that agents need on a call and management and works force needs for reporting[.]

Reporting Capabilities

Our workforce department is very pleased with how [NICE CXone] works and the capabilities it offer to do their job[.] We easily can pull out data from any time and manage it as we wanted at the same time [we] can export data into [NICE CXone] to make it available to any team member we decide to view it or edit it[.]

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

8x8 Express, RingCentral

Likelihood to Recommend

[NICE CXone (formerly NICE inContact)] is perfect for BPO companies[.] [NICE CXone] provide a solutions to new and old customer that required our BPO services, I would refer a friend or business partner to look into [NICE CXone] to find out if the feature it offer is something that will completely make their business more efficient[.]

Nice CXone review

Overall Satisfaction with NICE CXone (formerly NICE inContact)