Item: NICE CXone
Rating: 7
Author: Christin Carter

Use Cases and Deployment Scope

Carvana is using NICECXone as one of our dialers. We are able to see how many agents are active and in calls or unavailable. That's one of the best features no doubt, it definitely helps with easily taking and receiving calls or transferring to the correct department

Pros and Cons

Very simple flow from disposition, to ending calls
Buttons and selections are spaced perfectly whereas [I feel] Salesforce looks a bit messy
Pop out window dialer, easier to organize my set up!

Maybe a bit too much empty space
When you get a call a whole side of the pop up expands but doesn't ever show info
Could use an option to always show on the screen, 'lock it in place' so other windows don't open over it.

Return on Investment

I can see how many agents are working compared to the calls we are getting
I can very easily connect to the agent log
Set up of the pop out could be organized better. at first glance it looks a little messy

Customization

This aspect is something I'm unaware of. this is the first time I have used NICECXone at work, so I am unsure of how other companies use it compared to us

Usability

it could definitely use improvements but over it is a great tool to have

Reporting Capabilities

Unsure of this since i do not work in a position where i can look into these aspects

Products Replaced

Not Sure

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?

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

NICECXone has a great feature where you can see how many agents are active, busy, waiting for a call, etc, this is awesome especially working from home because you can see how many people are taking calls in the queue throughout the day. For management, I can see this would be even better because if they need to shuffle agents around they can based on how the queue looks.

Review of NICE CXone

Overall Satisfaction with NICE CXone (formerly NICE inContact)