Item: NICE CXone
Rating: 10
Author: Sorte123 Lima

Use Cases and Deployment Scope

NICE CXone is being used across the whole organization, here in Brazil and all other countries. We use NICE CXone to control our breaks, entry, exit. and receive external and internal calls as well. It always controls calls to our coworkers and customers when necessary. Receiving chats from our final customer is another business thing that we currently use.

Pros and Cons

External and internal calls with quality sound
Voice conference without lag and sound issues
Chat with our final customer agile and fast
Switch between calls without disconnecting from any of them

It could be good to add some functionality to meetings so we wouldn't have to use other apps.
An option to connect it on our personal phones as well, like other chat and meetings apps.
A way for NICE CXone to notify us when our break is over. Example: I have 1 hour to the lunch when it's almost over, NICE CXone could notify me on my PC screen and/or my cellphone.

Return on Investment

Personally, it doesn't affect me.

Customization

I didn't use the app's customization tool.

Usability

Because I think it could be more useful if we had a meeting option.

Reporting Capabilities

Because it's an easy to use and configure option, fast (no delay time) and secures options without affecting our or customer information.

Products Replaced

Yes - Avaya one-X Agent

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?

Yes

Would you buy NICE CXone again?

Yes

Other Software Used

Zoom, TeamsID, Webex App

Likelihood to Recommend

Well suited: When I need to urgently talk with a final customer or field engineer then I call then like I was using my own cellphone. I appreciate the quality sound calls.
Areas I wouldn't recommend: when someone requests me to join in a meeting, I have to open another app and I get a delayed time. I think if we can do anything that we need to do in just on app, it would be amazing.

I can do almost everything on Nice CXone.

Overall Satisfaction with NICE CXone (formerly NICE inContact)