Item: NICE CXone
Rating: 8
Author: Christopher Brown

Use Cases and Deployment Scope

We are using it as our login and performance tracker. It is being utilized by all of the in-office personnel. It allows our organization to monitor the performance and workflow of the specialists on the phones and develop metrics based on their activity which allows for opportunities to coach employees based on their activity and performance.

Pros and Cons

It no longer randomly logs out.
It allows for significantly easier use than before.

A little bit more user customizability would be nice.

Usability

I do not utilize it to its full usability, but for the times when I do use it, it is easy to navigate the options available. Overall, it has allowed me to track what I need to track without being cumbersome.

Reporting Capabilities

I have not had to utilize these aspects of the program's functionality, but based on the minimal use I have seen, I would imagine that they are easy to use and provide solid reports.

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?

Yes

Did implementation of NICE CXone go as expected?

Yes

Would you buy NICE CXone again?

Yes

Other Software Used

Jira Software, Slack

Likelihood to Recommend

The program is well suited for employees that are on the phones. It allows for metrics tracking and helps to target areas where people may need additional training or coaching. It is less useful for people who are not on their phones. It mostly just says "Yes, this person is here." for those that are not on the telephone.

Ease of use and good functionality

Overall Satisfaction with NICE CXone (formerly NICE inContact)