Item: NICE CXone
Rating: 8
Author: Michael Riley

Use Cases and Deployment Scope

I really enjoy using NICE [CXone] as it has a good interface and allows quick transfers and allows seamless calls without any issues.

Pros and Cons

Able to transfer calls to colleagues without having to look up their office phone number.
Allows seamless transition of calls when callers do call.
Allows you to view the dashboard to determine how the entire team is doing and to view if more help is required if more calls are in the queue.

A lot of times, more than not, the agent leg will disconnect and a call will come in that states I 'refused' it. However, there is no sign or signal to view if the agent's leg is disconnected.
Sometimes, it is difficult to hear someone on this application if a call has been rerouted more than once.

Return on Investment

We lose calls every day that an agent's agent leg disconnects and the agent has no idea and calls are refused without this agent knowing their agent's leg has been disconnected.
I enjoy the seamless calls and the seamless transfers. Before I would have to search for a colleague's office phone number before transferring the call, but now I do not.
I enjoy looking at the dashboard to view our overall status to view how well we are doing on a daily basis.

Customization

I have customized the NICE [CXone] platform to view the employees in my department and the insurance line of business (LOB) carriers we handle so I can view how we are doing on a daily basis.

Because I believe this application is very easy to use. As I said previously, I would have given it a 10, but the agent leg disconnects without our knowledge, and calls are refused because of this and this does affect our call quality score total. If there was a way some sort of sound could be placed when the agent's leg does disconnect for an agent, this would be most effective.

Reporting Capabilities

This application's reporting capabilities are very accurate and thorough. These reports are much more thorough than the application we had previously.

Products Replaced

Not Sure

Key Insights

Do you think NICE CXone delivers good value for the price?

Yes

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

Likelihood to Recommend

It is best suited as it has a good interface to establish a quick call and a quick resolution with the caller. Transfers to colleagues are seamless. The only thing I would change is having some sort of sound alarming us when the 'agent leg' has disconnected so no calls are refused as this goes against our call quality status and star ratings.

NICE CXone Review

Overall Satisfaction with NICE CXone (formerly NICE inContact)