Item: NICE CXone
Rating: 6
Author: Verified User

Use Cases and Deployment Scope

It is used by the Tele Underwriting department. This enables our employees to work from home, without having a costly call center set up.

Pros and Cons

Cloud based
Inexpensive
Easy to use

Poor troubleshooting.
Does not work well with a number of hardware settings.

Return on Investment

Enabling work from home during a global pandemic.
Keeping workers at home and enabling a choice to go back to the office.

Customization

I do not have the privileges to customize NICE CXone.

While the interface is easy to do, it does not fare so well on the technical side as our organization keeps running into hardware incompatibilities that only seem to appear in NICE CXone, and not in other web based applications that use audio.

Reporting Capabilities

Real-time dashboards help employees be aware of who's available, giving them a bigger control of their workload. The supervisor feature is also very accessible and easy to use.

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?

Likelihood to Recommend

While NICE inContact is a great concept of a cloud-based call center experience, it does lack on the customer service end as we have had numerous issues with the web application being incompatible with a number of hardware solutions and the troubleshooting provided by CXone is not always the best.

Easy to use call center, lacks in features

Overall Satisfaction with NICE CXone (formerly NICE inContact)