Item: NICE CXone
Rating: 10
Author: Jasmine Shaw

Use Cases and Deployment Scope

We use NICE CXone to manage calls. We currently receive incoming calls, emails, chat, and text through the platform across multiple teams. It helps us allow our customers to reach out to us in their preferred manner. We also are able to monitor our agent's productivity. This product has been a huge lifesaver for our team to work from home especially with the implementation of the softphone feature.

Pros and Cons

Allows clients to reach us in a variety of ways.
Allows agents to use their laptop to take calls through a softphone.
Real time QUE data with dashboards.

Sometimes we have calls that get lost in limbo, it's rare, but it does happen.
A few agents have issues using one browser compared to another.
The look of the system could use an update.

Return on Investment

It has allowed our entire team to switch from in the office to work from home without needing a bunch of equipment.
With the implementation of text our customers can now reach us in every way.

Customization

Our leadership utilizes custom dashboards and reports.

Usability

The platform is easy on the eye and very user-friendly.

Reporting Capabilities

The reporting is great, however, I wish some of the prebuilt reports would break down the data by day instead of combining the data for a specific time frame.

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?

Yes

Did implementation of NICE CXone go as expected?

Yes

Would you buy NICE CXone again?

Yes

Other Software Used

NICE Back Office Workforce Management

Likelihood to Recommend

For my team specifically, the NICE CXone platform works well for receiving inbound requests and tracking those requests.

Oh how Nice it is :)

Overall Satisfaction with NICE CXone (formerly NICE inContact)