Item: NICE CXone
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

[NICE CXone (formerly NICE inContact)] is being used throughout the organization. NICE [CXone (formerly NICE inContact)] makes [everything] a lot easier, as calls don't drop or fail, making our work better.

Pros and Cons

Call transfer
Conference calls
Reporting

Need more customization
More support
More documentation

Return on Investment

Increased efficiency
Collaborators mood change, they are more productive working with this tool
Easy monitoring makes you have everything under control

Customization

Within our team NICE CXone [(formerly NICE inContact)] have helped us a lot, we have created several reports and automated schedules to get the information deliver directly to our mailboxes, we also have different call scripts depending on the skills[.] This has impacted positively our daily activities saving time and improving our processes in several manners[.]

Usability

NICE CXone (formerly NICE inContact) is being used on a daily basis, we have a lot of customization options, is a very flexible, easy to use this program literally in all the places inside our company[.] This is our production softphone and manager to analyze data from our collaborators. It's very satisfying to work with this website as this makes your life easier.

Reporting Capabilities

We have created several customized and out-of-the-box reports and schedules that deliver these reports directly to our mailboxes and email distribution lists. We also have the ability to create personalized dashboards to monitor call queues in real-time in order to take immediate actions to resolve problems and optimize call deliveries.

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

Other Software Used

VNC Connect, Duo / Cisco Secure Access, by Duo, Microsoft Teams

Likelihood to Recommend

For the past years, Nice CXone [(formerly NICE inContact)] has been one of the best tools we have used to manage call center solutions for different projects and scenarios[.] [Especially] those [where] we need an integrated phone solution. It works very well with emails and chats as well [as handling] several contacts at the same time.

NICE CXone (formerly NICE inContact) rocks!

Overall Satisfaction with NICE CXone (formerly NICE inContact)