Item: NICE CXone
Rating: 7
Author: Chandra Gibson

Use Cases and Deployment Scope

[NICE CXone (formerly NICE inContact) is] used to stay in contact with our clients. It helps us keep our hold times down. And it is used across the whole department.

Pros and Cons

Routes calls
Makes transferring them easy

There are times when it won't allow me to answer the calls

Return on Investment

I think it has made a positive impact on how we reach our customers

Customization

I haven't really customized anything other than setting where I can see my team online.

Usability

I feel it gets the job done but it isn't perfect there is room for improvement. I would like to easily see more than just the last 2 calls.

Reporting Capabilities

N/a

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

Likelihood to Recommend

[NICE CXone (formerly NICE inContact)] is functional but I think the max is hard to understand. There are so many features that I just don't get.

Just a simple user

Overall Satisfaction with NICE CXone (formerly NICE inContact)