Item: NICE CXone
Rating: 10
Author: Edward Oberlton

Use Cases and Deployment Scope

[NICE CXone (formerly NICE inContact)] has been a huge benefit to our company in terms of allowing us to interact with our contractors, adjusters, and homeowners. We have the ability to help them on the phone but also clear up our communication with other internal associates. It really is a brilliant product and the usability is very simple and easy.

Pros and Cons

Usability
Efficiency
Effective
Timely

It logging you out after 4-5 hours

Return on Investment

I would say it helps drive customer loyalty
It smoothens the workflow of calling
Its has a avery small learning curve

Customization

My managers have customized the platform to notify us of who is calling in terms of what category of a caller they are. The aspect of also being able to see what my fellow associates are doing and whether they are on the software or not is actually very helpful.

Usability

I would say [NICE CXone (formerly NICE inContact)] is a brilliant idea especially in terms of a business, I think there are very few things that I don't like and it really does help speed up the workflow of my job while allowing interactions with customers to be more effective. So as a user I really appreciate the concept of [NICE CXone].

Reporting Capabilities

I actually have to give this a lower rating just because of the fact when you try to use a custom report date for a certain bracket of time, it begins to mess up in the case of it not reporting the number of calls within the specified time I entered into the box.

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?

Yes

Did implementation of NICE CXone go as expected?

Yes

Would you buy NICE CXone again?

Yes

Likelihood to Recommend

[NICE CXone (formerly NICE inContact)] has always been a huge help in terms of being able to prepare myself for who I am going to be receiving a call from. There is a feature that notifies you about what kind of customer is calling before you receive the call so it helps me mentally prepare myself for the kind of scenario that is going to be brought to my attention.

Great usage great product

Overall Satisfaction with NICE CXone (formerly NICE inContact)