Item: NICE CXone
Rating: 10
Author: Julian Perez

Use Cases and Deployment Scope

NICE CXone (formerly NICE inContact) is being used by several departments across the whole organization, it has proven to be the ideal tool to handle and manage our interactions with customers and internal support teams. It has allowed us to manage different support channels like voice calls, chats, emails, and even voicemails.

Pros and Cons

Intuitive and easy to use.
Stable
Customization

Better monitoring tools.
More documentation.
More pre built reports.

Return on Investment

Customer satisfaction.
Great dashboard and reports.
KPI tracking.

Customization

NICE CXone (formerly NICE inContact) has provided a great advantage with the prebuilt reports, however, in some scenarios we will need to gather more specific data or we need it presented in a different way. And here is where the customized or personalized reports take the protagonism, empowering us to create our own reporting based on our needs.

Usability

NICE CXone (formerly NICE inContact) has a great user interface, it's super intuitive and friendly even for very new users, and for those that are not tech-savvy, this is very important for a large and diverse group of users because it reduces the overall learning curve and allows them to improve their productivity.

Reporting Capabilities

NICE CXone (formerly NICE inContact) has great reporting capabilities, it has many prebuilt reports to be used right out of the box, but it also includes the ability to create customized reports based on our needs, these reports can also be exported and used in a data presentation tool to create personalized dashboards.

Products Replaced

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

Other Software Used

Microsoft Power BI, Microsoft 365 (formerly Office 365), Microsoft Access

Likelihood to Recommend

NICE CXone (formerly NICE inContact) is well suited for the contact center industry, everyone looking for a contact center solution should start looking for NICE CXone. This will help with handling a large volume of contacts and keeping an eye on the metrics and KPI. However, it is not recommended for businesses that require face-to-face customer interactions.

Outstanding call center solution

Overall Satisfaction with NICE CXone (formerly NICE inContact)