NICE CXone has it all - powerhouse amongst today's options
November 01, 2021
NICE CXone has it all - powerhouse amongst today's options

Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with NICE CXone (formerly NICE inContact)
NICE CXone is used across all of our call centers and was a substantial upgrade from our prior system. We love the flexibility to create/modify call flows, the visibility we have into agent activities, omnichannel support, QM analytics, and reporting. Our managers find the product extremely intuitive and there are releases several times throughout the year with enhancements and bug fixes.
- Excellent visibility into what agents are doing throughout the day.
- Great reporting that clearly identifies opportunities.
- Intuitive interface for agents.
- Little to no down time on the platform.
- Support can take problematic.
- Takes multiple calls with multiple agents to resolve issues.
- Many support issues become diagnosed.
- NICE [CXone] has accomplished the goals we set out to replace our own system.
- Completely customizable.
- APIs have dramatically reduced manual processing time for reps.
We have 100s of call flows now across our various businesses. It helps managers get the most of phone systems and a great deal of customization for each business based on their needs. Some are simple flows that go directly to skill while others are complex with IVRs, look up in the database, voice analytics, etc.
Not Sure
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?
Yes
Would you buy NICE CXone again?
Yes