Item: NICE CXone
Rating: 7
Author: Verified User

Use Cases and Deployment Scope

Our whole organization uses the NICE CXone system. We use it in tandem with the Ring Central phone system. It used to make calls, receive calls, and monitor calls. It is a pretty reliable system and as a technician, I find it very simple to troubleshoot. It is not the type of system I think a smaller company would need, but any company interested in phone analytics with over 200 employees should consider this system.

Pros and Cons

Organize Phone Queues.
Provide Quality Call Analytical Data.
Works well with email parking system.

The system could be more stable it does have a few glitches.
The system interface is simple which is good, but I wish it integrated with Outlook or was less intrusive.
The system interface could be more organized.

Return on Investment

It has increased our analytical accuracy.
It has given a reliable system to monitor phone calls.
It has given us very good vertical growth.

Customization

The software has been customized for us to monitor our employees actively throughout our workdays. The data recorded allows us to use the information for very accurate employee assessments. Employees are able to monitor their own analytics throughout the day. We created groups to divide calls into tiers based on the skill attributed to the user. This makes sure that now only do the user calls get directed by their queue, but they also only get skill in their skill group adding a filter system to the queue.

Usability

NICE CXone is a robust system with very logical and practical features. It does lack some stability in the different areas. So some crashing and other flaws will not allow me to give it a perfect rating. The features that it excels at are definitely deserving of an 8 out of 10. The system is highly flexible and very scalable deserving of a score this high.

Reporting Capabilities

I have to give the system a 10/10 when it comes to customization. It is brilliant in how it can be molded to work and intergrade itself with systems like Outlook, Ring Central, MS Teams, and Salesforce. We have even been able to connect the NICE CXone system to systems in our self-developed websites and software.

Products Replaced

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?

Yes

Did implementation of NICE CXone go as expected?

Yes

Would you buy NICE CXone again?

Yes

Likelihood to Recommend

NICE CXone is very good when it comes down to call handling. I have had a situation in which I had to transfer a call to a colleague. Many other systems make call transfers a headache. NICE CXone keeps the process simple and logical. You simply find the transfer option and decided whether you would like to do a hot or cold transfer. It is a very powerful tool for that matter in my opinion and I have heard many of my colleagues praise that feature.

NICE CXone is a very nice system!

Overall Satisfaction with NICE CXone (formerly NICE inContact)