Item: NICE CXone
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

NICE CXone is used by the Customer Care department within my organization. Some team leaders also utilize its services. It is used as a softphone via Salesforce integration, and it also houses employee schedules and other employee information. We also use it for call performance evaluations, performance dashboard, and call recording.

Pros and Cons

Schedule.
Softphone.
Evaluations.
Call monitoring.

Max Performance has some issues.
Email is not used by my company.
Commitment manager is not used by my company.

Return on Investment

ASA of less than 10 seconds.
CSAT of 100.
NPS of 54.

Usability

There are learning features for NICE CXone.

Reporting Capabilities

The dashboards are very user-friendly.

Products Replaced

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?

I wasn't involved with the implementation phase

Would you buy NICE CXone again?

Yes

Other Software Used

The Okta Identity Cloud, AwsQuality Salesforce Services, Microsoft 365 (formerly Office 365)

Likelihood to Recommend

NICE is very useful for training - new hires can monitor calls during virtual shadowing sessions. It's useful in scenarios where a supervisor needs to barge into the conversation. The UI is great and the icons intuitive. I love the customizable features - and there are a lot of them.

NICE features

Overall Satisfaction with NICE CXone (formerly NICE inContact)