Item: NICE CXone
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

It is being used by the entire department as well as across the whole organization. IT is our main source of communication within the organization and our external clients. IT does a very good job of helping things run smoothly and has convenient features that make work easier on our end.

Pros and Cons

Help communicate with colleagues.
Help communicate with parents.
Has useful features.

Sync up with our system to show who is calling.
More detailed as to where call is from.
Warning before ringing.

Return on Investment

Able to see who is calling to review.
Able to transfer calls smoothly.

Customization

Our company has customized the disposition in particular to fit our needs and that has worked very well for us. We are able to accurately describe the contents of each call for managers and supervisors to see, which adds transparency on both ends preventing confusion in any way possible too.

Usability

I give the rating of seven because things can be improved such as after I initiate a transfer, seeing the other end I want to see more clearly what is happening. I would love a warning 5 seconds before a call comes in to prepare would work very well.

Reporting Capabilities

I would rate this aspect pretty well, although I do not use it often. It is a great feature that is a strength to this company.

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

Other Software Used

CareCloud Central

Likelihood to Recommend

NICE CXone is best suited for companies with lots of employees that do different things at the same time. The fact that I can see whether a coworker is making an outbound call or incoming is a very nice feature that tells us a lot as a company. IT helps us keep track of calls very well also.

A great system for workplaces

Overall Satisfaction with NICE CXone (formerly NICE inContact)