Item: NICE CXone
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

[NICE CXone] is used across all call center departments. [NICE CXone] addresses the core business problem of providing a phone platform to service our customers.

Pros and Cons

Provides core phone service
Digital phone system so enables users to work from home
The core functions (hold, transfer, mask, etc) are particularly handy when dealing with sensitive information or needing escalation

Semi-regularly crashes/freezes

Return on Investment

Ability for users to work from home has been extremely positive especially considering the pandemic

Customization

We have been able to customize reports for different teams based on team KPIs. This has been particularly useful as reporting is now quicker.

Usability

It semi-regularly crashes but overall is very usable.

Reporting Capabilities

Fantastic reporting capabilities, gives us everything we need.

Key Insights

Do you think NICE CXone delivers good value for the price?

Not sure

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

[NICE CXone] is great for call centers that want to get rid of desk phones and to allow users to work from home. [NICE CXone] also provides good call recording services which [are] useful in customer service. If only dealing with internal customers it may not be so useful, but when the core business is dealing with external customers it is a good system.

Good, user friendly system with good features.

Overall Satisfaction with NICE CXone (formerly NICE inContact)