Item: NICE CXone
Rating: 7
Author: Verified User

Use Cases and Deployment Scope

Departmentally, it's used in the Service Desk department for the users of our organization to contact us and report technical issues. Since we're a nearshore solution, in some of our projects it's used for the customers to contact representatives of a project or for the representatives to contact customers.

Pros and Cons

Call routing
Skill management
Reporting
Call handling
Monitoring

UI or UX
Email handling or view.
Chat views
Call scheduling
Reminders

Return on Investment

Good platform for the line of business.
Sometimes the platform goes down or it has issues on its servers more often than one can expect.
Deployment is easy.

Customization

I mainly have changed the dashboard look to have different types of information at my disposal at a glance with the information I need. I know that managers and the Workforce team have the flexibility to customize reports and views that helps them make decisions on a day-to-day basis to improve answer times and availability on our business.

Usability

I give this rating because it's a good platform overall. It has the features needed to attend users from the organization and customers as well. The projects we use this platform for have everything they need and there are no major complaints about the platform. As I mentioned before, it's just some small things that needed improvement.

Reporting Capabilities

The reporting overall is good. Most of the information needed can be pulled from the platform. What I think needs improvement is to make easier adjustments to the reports for additional data that can be added. And as I mentioned before, the UI or UX needs improvements regarding reporting too.

Products Replaced

Not Sure

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

Overall, NICE CXone covers everything a contact center would need. The most important features are there and work well. I would like the UI or UX to look a bit more modern and easier to navigate all its functions. Features are being added, but I'd like it to be a bit faster. It's a good platform with room for improvement.

Great platform for its value.

Overall Satisfaction with NICE CXone (formerly NICE inContact)