Item: NICE CXone
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

Currently, it is being used to replace our phone interaction service used for the entire sales department. Looks to be more lightweight compared to what was used in the past and is easier to use.
In the future, it will be used to replace the chat service also. From what we have seen so far, it seems that it will be a need replacement to the old interface of our chats. More modern looks and capabilities to allow us to link pictures so we can answer a question instead of just providing a google picture link.

Pros and Cons

Very light weight.
Easier to use and manage.
More reliable.

I wasn't able to find a call log of previous calls.
Currently it is a little glitchy.
It logs me off/crashes before my shift is over.

Return on Investment

Made it easier for customer interaction through phones.
Made it easier for customer interaction online chat service.
Less time managing the phone system and frees up time working.

Customization

I have not customized NICE CXone.

Usability

Great replacement to the old service used. NICE CXone hasn't locked up much like the old phone service my company used in the past. NICE CXone being so lightweight has freed up resources on my computer so multitasking hasn't slowed down as much or been affected. A lot easier setting up/logging in at the start of this shift, ends up less time waiting for programs to start.

Reporting Capabilities

I did not know there was a reporting capability. I do not know what metrics are recorded or where to find them.

Products Replaced

Yes - Interactive Desktop was replaced. The interactive desktop was getting outdated. Salesforce, the Rental Chat Console is going to be replaced. Salesforce is very limited on customer interaction. Can not link pictures, very difficult to manage workload with more than one customer. NICE CXone has the ability to have all chat customers active on the same screen so it is easier to manage compared to the old Salesforce version of 1 chat/customer per tab.

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 365 (formerly Office 365), Microsoft Teams

Likelihood to Recommend

For a well-suited scenario, it would be a call center use. Either through the phone service or online chats. A less suited scenario would be trying to set up a call with multiple users and transferring at times. The interface is a little confusing at first to use (still a better replacement of the old service used before NICE CXone).

Don't Be Stingy.

Overall Satisfaction with NICE CXone (formerly NICE inContact)