Item: NICE CXone
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

NICE CXone (formerly NICE inContact) is doing great over here! Our whole operation is using it and the skills system is amazing to properly divide it. Definitely a way better option than or last communication system. Even comes with its own tutorial. There's no excuse for not using it. Simply the best. Great work by the devs.

Pros and Cons

Great interface
Easy to handle
Good conection

Excess of options in the front menu. Maybe hide a few of those and allow the user to edit it as he need
Great tutorials but you should keep it simple
Maybe an app version for desktop users

Return on Investment

Our team works more coordinated
Easier to make phone calls, just copy and paste the customer number
The after call time sometimes bother me

Customization

I personally don't have such power to customize the NICE CXone (formerly NICE inContact) system for our team. But I'm aware of that. My boss always mentions how good it is and I can see that through our operation.
Each one of us has our own skills and it defines what calls we are able to answer. Awesome.

Usability

Because I'm very happy with the results. I must say that I already said everything that I have to say about this app. There are definitely too many questions. But ok, I'll keep saying. The app is great. You should implement it on your company if your goal is to grow.

Reporting Capabilities

Imma front-end guy. I like interfaces. A lot. And I do believe that users usually don't read a lot. I think the truly great interface is simple and beautiful. Great choice of colors and then just put buttons for the main features.
Keep everything else inside some buttons. I would allow the user to drag and drop the functions in the main interface as he wishes.

Products Replaced

Yes - Avaya was our previous communication system in our local build. It has its own software for desktops but it's pretty bad. Usually, we would use a telephone. I think nowadays it doesn't make so much sense. I mean, why in the world would we use telephones to make and receive calls if we have internet and great headphones?

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

Likelihood to Recommend

I dont know any system that works so well as NICE CXone (formerly NICE inContact). As said in the previous step, there's room for improvement in some things. But it doesn't mean that you shouldn't pick NICE CXone (formerly NICE inContact) among other apps. For me, still the best option by far. Does the job as no one else.

Great product

Overall Satisfaction with NICE CXone (formerly NICE inContact)