Item: NICE CXone
Rating: 7
Author: Verified User

Use Cases and Deployment Scope

The entire organization uses NICE CXone to manage productivity and resources. It helps to make sure enough time and resources are set to the correct tasks, as well as confirming the rates of productivity based on man-hours. It also helps integrate with our native software more effectively than other agents have.

Pros and Cons

Intuitive UI that helps all employees use it properly.
Individual modifications are helpful across departments.
Provides consistent performance and connection.

An extension functionality would be great.
A different color scheme could make the site and agent pop more (I'm tired of blue).
Having easier access to troubleshooting FAQs would be nice.

Return on Investment

Less administrative overhead.
Fewer downtimes for agents.
Clearer view of goals.

Customization

Each agent has individual selections available to them that provide a clear view to agents what tasks are available and needed to be performed on a daily basis. There are also reports we have created to view overall agent performance compared to each individual's performance to better understand what improvements need to be made.

Usability

It Works. It has a handy user interface which makes it easy to use and implement even with new teams. It has consistent performance and connection reliability, meaning there are few times when manual corrections are needed. Reports are accurate and useful due to the consistent performance and anyone can understand them.

Reporting Capabilities

The access to real-time reports for agents is invaluable. Agents being able to view their own data and make corrections is vital to having a self-improving and self-driven corporate mentality. Being able to customize our own reports allows us to really narrow in on problem areas and get hard data on what works, and what doesn't.

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?

Yes

Did implementation of NICE CXone go as expected?

Yes

Would you buy NICE CXone again?

Yes

Likelihood to Recommend

NICE CXone (formerly NICE inContact) is well suited when managing a large number of people across various departments and desiring to track productivity and resource requirements. It is less appropriate in situations where you only need to manage a small number of people (it is more effective to simply have a manager who is aware and actively involved with a small team).

It Works!

Overall Satisfaction with NICE CXone (formerly NICE inContact)