Item: NICE CXone
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

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.

Pros and Cons

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.

Return on Investment

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.

Customization

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.

Usability

NICE CXone is intuitive and user-friendly. There is also a rather helpful help guide in each module of the platform, and often a google search leads to communities of users who answer questions. It is easy to switch between the various modules of the system (admin, ACD, reporting, WFM, etc.) all with one single login. Setting up new users is also a breeze.

Reporting Capabilities

Reporting is quite comprehensive and much of the phone interactions are also downloadable by API. The reporting can be somewhat confusing at times based on the type of reports that are available, and sometimes the limit on a number of attributes can be troublesome to a user trying to create their own report. It's important to have DBAs that are downloading all the data available so custom reports can be created.

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?

Yes

Would you buy NICE CXone again?

Yes

Likelihood to Recommend

NICE [CXone] is well suited for larger contact centers where there are dedicated admins that can manage the buildout of call flow scripts. DBAs and IT are a must to get the most out of the system. Otherwise, users would be completely dependent on support teams, which can get pricey fast.

NICE CXone has it all - powerhouse amongst today's options

Overall Satisfaction with NICE CXone (formerly NICE inContact)