Item: NICE CXone
Rating: 9
Author: Jose Turcios

Use Cases and Deployment Scope

We are a BPO service company. Most of our campaigns use NICE CXone to handle calls. Some campaigns use another dialer that is implemented by the client. My IT Department uses NICE CXone to give technical support to operations in the company. We assist by 3 sources: email, chat, and phone calls. It helps us to keep track of all the technical issues in the company

Pros and Cons

The quality of the calls are great, i rarely have to report any type of call issues
The admin portal is very organized and it makes it easier to find information about users and stations
The prebuilt reports that it has are very useful when it comes to assisting users in regards to finding information

As a web developer, I feel that the website needs to be updated, there are new technologies that can help improve its performance, and the most important one should have a mobile-first design
I feel that sometimes the MAX Agent has some issues when it comes to the audio notifications. There are times in which a contact is received but the audio feature doesn't let you know right away
Improve the performance on chats they usually take a while to send messages or to even receive the contact, which makes you get on refused state

Return on Investment

It helps us to Keep track of all the technical issues in the company
It gives you a flexible communication with our internal and external clients
It keeps track of our individual and team performance

Customization

Personally, I haven't customized anything on NICE CXone. However, our managers have created reports in which it helps to keep track how many calls are in the queue. It helps us know how many calls, chats and emails have been handle on time according to their needs, and honestly, it helps us know in which areas we can improve

Usability

In general, it is very useful for our job performance, however, I feel it needs more features such as a mobile-first design. [In my experience] If you try to log into a mobile device it the user interface is not pretty at all and impossible to work with.

Reporting Capabilities

I think even the prebuilt reports are pretty useful to keep track of the issue, in regards to the user interface its pretty user friendly, and its all set in an ordered manner

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?

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

It has all the necessary tools to perform my job as a service desk technician. I can reach out in a quick manner to our customers. I work pretty well with our phones, and it gives you the opportunity to keep track of all contact made throughout the day either by you or your team members

A tool that help you organize the way you contact you users

Overall Satisfaction with NICE CXone (formerly NICE inContact)