Item: NICE CXone
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

We use NICE [CXone] at AON to check call quality, take inbound sales calls for our customers, keep track of Agent availability, as well as to organize team meetings, make outbound calls, communicate and relay necessary information or provide assistance with ongoing issues/provide support for anyone that is active in a call. In other words, we couldn't complete our job without NICE [CXone].

Pros and Cons

Receive and place calls.
Allow for call quality check.
Organize team meetings.

More options.
Easier functionality.
Better organization.

Return on Investment

Keeps information organized.
Allows for smooth inbound and outbound calling.
Provides scripts without delay and allows flow to be established smoothly.

Customization

NICE [CXone] is detrimental to our job as Health, Life, and Medicare agents because it provides us with proper scripting, which allows us to move a call forward without hesitation or risk of liability. It also allows us to easily establish rapport with a customer, making dead airless common and ice breakers not as necessary.

Usability

NICE CXone is much smoother and more responsive than other interfaces I have worked with in the past. Its general organization and response time are really pleasant and appreciated when working in an environment that takes call quality and time management seriously, and that, as well as NICE [CXone] being easy to navigate and use, makes it a great application.

Reporting Capabilities

NICE [CXone] allows easy access and create reports, it also allows for an easy-to-use review system when it comes to replaying call recordings or listening live for call quality purposes. Because of this, NICE [CXone] allows for agents to easily improve on any mistakes and for trainers/call quality checkers to do their job much more easily and in real-time.

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

NICE [CXone] is honestly well suited for many office situations, specifically those that let an agent or team lead review calls. This is very important in a customer service position because we oftentimes need to see our past mistakes so we will be able to fix them. It is also very handy and organized when it comes to hosting team meetings.

NICE CXone is more than nice, its GREAT!

Overall Satisfaction with NICE CXone (formerly NICE inContact)