Item: NICE CXone
Rating: 10
Author: Camilo Diaz

Use Cases and Deployment Scope

It's being used across multiple hierarchies to communicate and establish an appropriate workflow, to give visibility of all contacts established with clients, and to analyze the metrics and performance attained by the workforce. It's been a powerful tool for some time now for the organization and I don't see them switching to a different software any time soon.

Pros and Cons

Give accurate visibility of the tasks being performed by the workforce.
Provide valuable metrics to analyze and strategize.
Allow effective contacts throughout the whole team.

More flexibility in regards of control customization.
Possibility to make three calls or more at once.
The ability to view what number the caller will receiving the call from.

Return on Investment

It has improved effective communications.
Time management has gotten easier.
Visibility in performance improved.

Customization

I haven't personally used these tools but I've seen supervisors develop reports to give agents visibility on what's being done appropriately and what can be improved, as well as to give incentives for hitting specific key performance indicators. Being that it's possible to evaluate each agent based on their specific performance it's a great tool to have to work directly with each individual.

Usability

I have zero complaints, I've been working for over a year with the software and its usability is unparalleled, it has only boosted my work performance and not once have I felt like the tools provided are hindering my workflow but only helped me be more efficient and effective.

Reporting Capabilities

There are enough tools that provide accurate reporting capabilities being that each agent part of the workforce has a personalized report on the times and the tasks that are being performed, being able to see exactly what's being done at what time is a very powerful tool to have to manage the employees according to established goals.

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, Zoom, Microsoft 365 Business Premium

Likelihood to Recommend

It's quite a powerful tool to assist customers and provides valuable insights to the team to strategize and plan, anything customer support related I would say it can be used to improve the work experience, the flow of the task force, and overall performance, I'd say is less suited for written communications just because I haven't really gotten to use that too much.

Powerful client and workforce management tool

Overall Satisfaction with NICE CXone (formerly NICE inContact)