Overall Satisfaction with NICE CXone (formerly NICE inContact)
NICE CXone is being used by my entire organization. It's been extremely helpful in more closely monitoring our call queues, facilitating QA due to the screen capture, and providing excellent reports we can utilize to guide operational decisions. This tool is a HUGE upgrade from our last tool and our individual coaching has significantly improved in addition to our team-level management coaching.
- Reporting
- Screen Capture
- Call Analytics
- Call Transfer
- Call Connection
- Voicemail
- Staffing Improvement
- Improved Call Prioritization.
- Focus on Decreasing AHT.
I have not customized this for my needs.
Yes - PureCloud - no screen capture, calls kept dropping, reporting was limited and not useful.
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?
No
Would you buy NICE CXone again?
Yes