Item: NICE CXone
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

We use NICE CXone to reset other users' passwords, to activate the user when they disable their accounts, as well as follow-through on chats and calls. We handle reset and activation of users through the app for other NICE CXone users in the organization. We verify the queue information and check the reports regarding the chats and calls.

Pros and Cons

Reset password.
Able to perform inbound and outbound calls.
Check report information.

Different browser settings.
To have the layout able to perform changes.

Customization

It customized the different KPI so our QA agent can view the performance regarding the service level.

Usability

We use it for reports, call handling, and chat contacts.

Reporting Capabilities

We have customized a section for our QA to check different levels of productivity every day.

Products Replaced

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

Great for contacting by chat and email, as well for calling (inbound and outbound). Great for support regarding modifying user information.

NICE CXone: the tool for any business

Overall Satisfaction with NICE CXone (formerly NICE inContact)