Item: NICE CXone
Rating: 9
Author: Clair Young

Use Cases and Deployment Scope

NICE CXone is being used by my organization as a communication platform. It is a communication tool for our organization to receive calls from the public as well as communication between staff. It is being used by our department only. It addresses the fundamental need for a telephone platform for our department.

Pros and Cons

It works well (seldom have any issue)
It is relatively easy to use
It has different useful functions

Forced log out due to laptop sleep mode
Call coming in need to accept on cellphone and on Max Agent
Buttons and options are quite small

Return on Investment

It picks up all the calls from all of Los Angeles
It gives supervisors a way to track staffs' calls and provide quality evaluation
It provide all kinds of reports

Customization

I have customized the software so that the staff's time card report is on my home page for easy access. As an admin supervisor, I need to create all kinds of reports such as overtime reports, staff schedules, teleworking hour verification, etc. NICE CXone provided all the data for me so I don't need to personally ask each staff member for their time.

Usability

NICE CXone is an easy-to-use platform with many functionalities. I use it daily for my duty as a supervisor.

Reporting Capabilities

NICE CXone is very good at providing the reports you need. If you click the question mark "?" on your top right, it gives us all the instructions we need to learn how to use them. I love the real-time dashboards. It shows me the number of call agents who are available to answer calls. This information is important for call agencies to know and hire the right number of agents to take the calls.

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

Other Software Used

Microsoft 365 (formerly Office 365), Microsoft Teams

Likelihood to Recommend

As mentioned, NICE CXone provided a good platform for our organization in terms of receiving phone calls from the public. It also gives phone agents a way to transfer calls to other departments. It also functions as a "time card" where admin can keep track of their working hours.

Useful platform for phone agencies

Overall Satisfaction with NICE CXone (formerly NICE inContact)