Item: NICE CXone
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

Some of our departments use NICE CXone to contact customers. Also to present their current status/availability.

Pros and Cons

Present the phone status.
Quality of the sound is very good.
Easy to use in the daily usage.
Many statuses to choose from.
Configuration options for the dashboard.

The timeout of the dashboard could be longer.
More flexibility to change colors of the dashboards / page (dark mode).

Return on Investment

Ease of use for the users to set their status.
Dashboard shows lots of useful information in one view.

Customization

As a user, the only customization that I made is the dashboard view to suit my own personal preference. The manager is using custom reports to have a good overview of what is actually happening.

NICE CXone is a very good software to use and customizable for everyone's needs. This can also be a con of the product or experience as one that is hard to master. Overall, this product has much more pros than cons which makes it one to be advised to use.

Reporting Capabilities

I only have access to report my own stats, since I'm a user and not an administrator of the product. That's why I can't really tell how the overall reporting capabilities are.

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

VMware Workstation Pro, Microsoft Teams

Likelihood to Recommend

NICE CXone is very user-friendly. I use this on a daily basis and it's easy to make phone calls, change your status, and view the status of the team members. Also important, the dashboard can be configured with several different views to show real-time or historical data. Multiple dashboards can be created to have several quick views. Or create one dashboard that holds all information.

Good software with more pros than cons (experienced as a user, not as an admin)

Overall Satisfaction with NICE CXone (formerly NICE inContact)