Item: NICE CXone
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

We use it across the whole organization. We haven't had a bad experience when using it besides having issues with signing in but other than that it works amazingly well. It helps us get our job done. It's very simple and easy to use. I highly recommend using it for your company. You won't be disappointed.

Pros and Cons

Automatic call-back for customers who don't want to wait in the queue. You can also set up a scheduled callback at the customer's desired time.
Multi-number hosted predictive dialing - Define custom retry option for up to 20 phone numbers.

The connection problems and calls were not being connected with MaxAgent and being listed as "Refused" when it was not a lack of answering that caused it.

Return on Investment

The calls have very good quality of sound.
The connection is excellent, rarely I see a delay or connection problems.
It lacks settings, more options to customize.

Customization

The problem we are solving with the help of NICE CXone is we can do our job well because this tool allows us to do so. The benefit I have realized is we do not need a hard phone anymore so we can do calls NICE CXone is an integrated softphone that can accept incoming calls. Fewer wires and less space are needed.

Usability

Do not hesitate on spending a dollar on this tool. The price is right and it is really worth it. It gives back the money you spend. Helps a lot to do business. Instead of buying a hard phone like Avaya. Do the NICE CXone instead. Convenient and easy to use. You can manually override employees if needed, unlike Avaya. NICE CXone is an integrated softphone.

Reporting Capabilities

What I like about NICE CXone is its quality management access. From a manager's point of view, it allows leaders to monitor everything on their employee's work. Able to manage employees' call time, status, adherence, and many more. In short, it makes leaders' lives easier. Leaders can manage and monitor their employees in one tool manually. From an employee's point of view really convenient because the dialer is connected to the tool (fuse) can launch the customer's info and fill it on the fuse. Those are the things I like the best in NICE CXone.

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?

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 was hands down a good solution. Call centers can use this system with an internet connection and little to no hardware. The compatibility for headsets is great, and uptime is within industry limits of 99.999% uptime. We have not experienced any outages in the first year and that makes this a solid platform.

QA Management Tool

Overall Satisfaction with NICE CXone (formerly NICE inContact)