Item: NICE CXone
Rating: 1
Author: Veronica Odden

Use Cases and Deployment Scope

I take about 70 calls a day. We take calls from patients to assist them in their healthcare portals. We accept calls, chats, and emails through this system. MAX is the name of the browser-based interface that we use to accept calls, change our work status, view call reviews, etc.

Pros and Cons

[In my experience] it opens, usually.
It is in English, which I am a speaker of.
It has the word "Nice" in it.

[In my experience] Lag.
General functionality.
Putting the correct client name in.
Dropping calls.
Interacting with the user as it is designed to do [in my opinion].
Sometimes even basic start up [for me].
Not going down.
Throwing agents in to calls without our knowledge [again per my experience].
Volume discrepancy between sound effects and caller's call.

Return on Investment

[In my opinion] it's cut down on my productivity.
[I feel] it's cut down on my employee morale.
[In my experience] it's hurt my ears on the volume issues.
[Again from my experience] I've had my metrics negatively impacted by this product.

Customization

Oh, my managers and administrators, try as they might, to increase their profit margins in our company by ever-increasingly hyper-metricizing us and putting more responsibility on their lowest-paid employees, the only reason they are making more money is not because of this product, but because they have increased our call volume to such an extent that our quality is going down, and our employee turnover is the highest in the industry. Not because of this product.

Usability

It's terrible [in my opinion].

Reporting Capabilities

[From my experience] if it's a callback queue, responses don't even show up and the agent has to go digging for them through the dashboard page.

Products Replaced

Yes - Interactive Desktop

Key Insights

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

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?

Likelihood to Recommend

It's perfect if your accounting can be a little fuzzy and you don't need to report 100% correct metrics. If you're going for accuracy and absolute perfect accounting, [I believe] you are going to be severely disappointed with this product. I've routinely noticed when I switch statuses, [from my experience] you're going to get a couple of seconds of wiggle room there.

I call this one a bad call.

Overall Satisfaction with NICE CXone (formerly NICE inContact)