Item: NICE CXone
Rating: 9
Author: Mario Alvarez

Use Cases and Deployment Scope

Here in The College Of Health Care Professions, we currently use NICE CXone to interact remotely with students who aren't able to attend an in-person appointment. It is currently used by the whole organization's departments. The problems that this program tackles are with students who can't attend [an] in-person scheduled appointment.

Pros and Cons

Friendly interface with easy access to options.
Call back function and transfer functions are easily accessible.
The addition of adding endnotes to a call once finished gives each call easy access [to] detailed information that needed to be stored.

At times connecting to the integration network lacks on timing.
Some functions don't react properly.
As a personal opinion the blue font doesn't go well.

Return on Investment

This system helps us reach individuals who aren't able to attend in-person appointments.
This system is only used for remote calls.
Quick and fast efficient call system reduces wait time.

Customization

Currently, we haven't truly customized our platform in a different experience to others. We tend to use it as we first obtain it.

Usability

It is the most efficient interface for handling ongoing calls and callbacks.

Reporting Capabilities

I haven't gotten around to using this function as much as I would like to but that doesn't take away from my experience so far as a user.

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

During times at work, we aren't able to see every student in person since everyone has their lives and situations. With [NICE] CXone, we are able to contact students remotely and without the use of a telephone in our hands disrupting our typing or writing. Mostly this system is only used remotely so it isn't used as much as it should.

NICE CXone is a must have!

Overall Satisfaction with NICE CXone (formerly NICE inContact)