Item: NICE CXone
Rating: 8
Author: Rejane Conte

Use Cases and Deployment Scope

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.

Pros and Cons

Reporting
Screen Capture
Call Analytics

Call Transfer
Call Connection
Voicemail

Return on Investment

Staffing Improvement
Improved Call Prioritization.
Focus on Decreasing AHT.

Customization

I have not customized this for my needs.

Usability

I think it meets all of our needs for the most part. Again, the biggest challenges include call connection and call transferring.

Reporting Capabilities

Reporting with NICE CXone has been phenomenal.

Products Replaced

Yes - PureCloud - no screen capture, calls kept dropping, reporting was limited and not useful.

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?

Would you buy NICE CXone again?

Yes

Other Software Used

Scorebuddy

Likelihood to Recommend

NICE CXone is great for any type of call center. We utilize it for outbound/inbound insurance calls and for customer support to two different audiences. We do find that we have to ask certain agents to hardwire into the internet due to some connection issues and we have experienced some dropped calls and calls that we're unable to connect.

Easy and Informative Call Center Phone System

Overall Satisfaction with NICE CXone (formerly NICE inContact)