Item: NICE CXone
Rating: 6
Author: Justin Murray

Use Cases and Deployment Scope

We use it in customer service to manage in and out contact we just started using in the pandemic. It's the only program like it I have used. It's a little clunky I think it could use some more advanced features for more tech-savvy users. Overall, I think it's easy to use though.

Pros and Cons

Organize email.
Easy to learn.
Simple view screen no clutter.

More advanced features.
Multiple boxes for organizing.
Mobile version.

Return on Investment

Hard to say since I don't do any money stuff at my work.
We all use it so it's probably cost effective.
Maybe need more analytics.

Customization

I am just a peon at my work so I don't really know.

Usability

I think it works well enough but Salesforce integration or with email programs and maybe a mobile version could make it better for those who travel for work a lot.

Reporting Capabilities

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?

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

It's useable as is. I have yet to try other programs since I am new to the field. I feel like it's good enough as is to use for what most customer service people would do. I think Salesforce integration would be cool for my work. That being my big thing.

Basic peon end user

Overall Satisfaction with NICE CXone (formerly NICE inContact)