Item: NICE CXone
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

NICE CXone is a great resource because it helps my manager and me evaluate my progress throughout the year and be able to revisit calls so I can learn from them and improve my skills in the field.

Pros and Cons

Recording calls.
Customer support.
Logging calls.

Calls dropped.
Dead noise.
Allow me to write in what type of call I performed.

Return on Investment

When calls dropped it takes a while to contact customer back.
When dropped during a webex it takes time to get back to the customer.
Sometimes the conversation is delayed.

Customization

Better logging tactics.

Usability

It has positive features useful for growth, the quality of the call or dropped calls may impact our interaction sometimes.

Reporting Capabilities

The response and record of the dashboard are not immediate it takes time to record all things, also the reports are good when managers pull them.

Products Replaced

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?

Yes

Would you buy NICE CXone again?

Yes

Other Software Used

Veeva CRM, AwsQuality Salesforce Services, Tableau CRM (formerly Einstein Analytics)

Likelihood to Recommend

NICE CXone is well suited for sales, less suited for internal purposes.

Sales

Overall Satisfaction with NICE CXone (formerly NICE inContact)