Great monitoring | TrustRadius

Use Cases and Deployment Scope

We use this to handle customer service contacts. The system is easy to use and offers a variety of tools to monitor, engage, and manage the high volume of contacts received daily. I would recommend this to any business looking for a real-time solution.

Pros and Cons

Pre-built reports.
Custom reporting.

Be able to have reporting and monitoring on the same screen.

Return on Investment

Improved call monitoring.

Customization

The ability to customize the reporting and scripts has been helpful to productivity. Agents can work faster in responding to client inquiries.

Usability

7

It has been fairly easy to use and does not have a steep learning curve.

Reporting Capabilities

8

The real-time dashboards and reporting [are] very helpful. The ability to access historical data is great for analyzing trends.

Products Replaced

Not Sure

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?

I wasn't involved with the implementation phase

Would you buy NICE CXone again?

Yes

Other Software Used

Microsoft Teams

Likelihood to Recommend

It is great for monitoring calls but does not do as well with chats and emails.