Item: NICE CXone
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

NICE has solved a number of problems for us and is in use across our entire organization. It has proven invaluable in improving customer service and shortening response times. We've seen improved internal communications, as well. We are able to put problems in front of problem solvers, and collaborate between departments in crafting solutions.

Pros and Cons

Customer service
Call routing
Improved communications overall

More direct integration with other communications tools
Programming tool packages
More marketing, good product

Return on Investment

Shortened response times
improved communications
Handled large traffic volumes

Customization

We're in the process of customization, and haven't really fleshed out the full potential as yet.

Usability

The product is definitely designed with the user in mind. It's easy to use, and comes with all of the tools an enterprise would require.

Reporting Capabilities

There are some built-in features for casual reporting, but we are looking at improving on that.

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

Microsoft Azure, Microsoft 365 Business Premium, 1CRM

Likelihood to Recommend

Any company of any size needs tools to handle calls. If you need to take and route calls, and solve problems quickly, CXone is an excellent choice. Scheduling, organization and troubleshooting possibilities all combine to make it an effective suite of tools. Just being able to compartmentalize all of the organizational elements within in an enterprise is a giant leap forward.

A Very Positive Experience Overall

Overall Satisfaction with NICE CXone (formerly NICE inContact)