Item: NICE CXone
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

We use NICE CXone as an online phone to conduct daily calls. I only know the departments within customer service use NICE CXone. Each department uses it differently. In the Fraud Department we do not have to status the call or add memos. Before we had this program we could not see what skill we were in, how many calls we take, how many in queue and it showed us briefly how long they were on hold if at all. It shows me my agent report. Due to it being an online phone panel if power goes out your call is dropped and you are disconnected from the softphone.

Pros and Cons

How many people in queue.
How long I'm on call.
Show me how many calls I take.

If you have to log out or system go down and log back in it start your call count.
Sometimes it require more than once to press a number to connect with call.

Return on Investment

I really am not sure.

Usability

It's so much better than a hard phone and it shows data that help with my daily job.

Reporting Capabilities

Products Replaced

Not Sure

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

Likelihood to Recommend

It is well suited for the employees that are working remotely and that's a great way to allow them to do social distance. I like it because it has features that a hard phone does not allow such as working remotely, call count, see your skilling for calls and other great things.

So easy to use

Overall Satisfaction with NICE CXone (formerly NICE inContact)