Item: NICE CXone
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

We use it as a contact tool. We log in and we launch so we can receive calls from our customers. NICE CXone serves as our main tool. Business problems it addresses [is that it] allows customers to contact our company easier. What I like the most is it tells you how many calls are waiting in the queue. It also has a message box so we can see any problems. The only problem I'm having with it is that only 2 items are displayed in the call history. Also, it's a little bit hard to backtrack the call history. Overall NICE CXone is very convenient to use.

Pros and Cons

Active Queues at the bottom
Personal Queue reminder
Launch Max portal
Agent Leg option

Call History log
Organize Agent reports
My Schedule tab

Return on Investment

[We've seen a] return on investment because it allows customer to reach us and we earn money on that.
Adherence to our schedule.
Performs its use.

Customization

We as employees don't have the ability to customized NICE. However, I've seen my manager do things I can't do using employee level login. It amazes me there's so much NICE can do. It gives restrictions depends on the level login. If we could see the whole team's queue that would be great.

Usability

For me it is 10. Aside from [being] easy and convenient to use it has a lot of features like the restriction access from employees and managers. It also allows managers to monitor the moves of every employee every second of their day. Really cool. And the colors are so lively you can easily identify the difference [in tickets] because of the color.

Reporting Capabilities

Reporting is not accessed at my employee level, but I have seen it from my manager. It is really accurate and easy to understand. I do not know how to navigate those tabs but by watching it [makes it seem] easy to learn and understand. A really friendly tool for everyone. Hope we could access those parts too.

Products Replaced

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

Other Software Used

NICE Adaptive WFO, Google Surveys, Google Hangouts Chat

Likelihood to Recommend

It is very easy and convenient to use. Very friendly tool. So far it is the most liked contact tool I've ever used in my whole career. I never experienced having trouble logging in even when I am late. The only part I'm having trouble is when I try to adjust the window the content is not adjusted, it is being cut off. It would be nice if we try to adjust the window the content will also adjust instead of cutting off.

NICE CXone Review

Overall Satisfaction with NICE CXone (formerly NICE inContact)