Item: NICE CXone
Rating: 7
Author: Quinn Haggerty

Use Cases and Deployment Scope

For the reservations department, we use [NICE CXone]. It helps with connecting to customers calling inbound. We also use it for outbound. It's a central app. I love it. So user-friendly. Without [NICE CXone] we wouldn't have a central platform to reach out and receive calls from our booking department.

Pros and Cons

Easy connection.
Centralized database.
Quality customer support.
Easy interface.

Call technology.
Microphone connectivity.

Return on Investment

Executes guest communication.

Customization

I haven't customized the platform. While highly customizable, the basic user interface has been sufficient for use in our business. I believe this as a call center employee, anyhow.

Usability

It's so easy to use. While sometimes we have to log out and back in due to mic technical difficulties, we never drop calls and the user experience is easy to track with tracking tools and such provided by NICE CXone.

Reporting Capabilities

It's super simple. You can see your ratings easily as an agent and track your performance against other employees. You know your performance measures always with NICE CXone. You can see how often you're available and check how many inbound and outbound calls you have made.

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?

Yes

Did implementation of NICE CXone go as expected?

Yes

Would you buy NICE CXone again?

Yes

Likelihood to Recommend

It's well suited when you need a platform for customer inbound calling. As an example, inbound calls can be handled by the tech platform and agents can even work remotely using the technology. It is less appropriate for a single business. In this case, the need for multiple agents accessing inbound and outbound calls could probably be done without this platform.

Awesome product

Overall Satisfaction with NICE CXone (formerly NICE inContact)