Item: NICE CXone
Rating: 9
Author: Octavio Dominguez

Use Cases and Deployment Scope

Our department uses it, we use it as a contact entry tool for an IT Service Desk.

Pros and Cons

User-friendliness.
Good dashboards.
Good sound in calls.

Comparison of calls per agent on the dashboard.
Fewer failures at the close of the session.
Easier quality environment.

Return on Investment

Less log-in problems.
Better call quality.
Best reports on power BI.

Excellent dashboards so you can correctly review the daily progress of the team, correctly update in real-time from which queues calls, chats, and emails have come in, and be able to update the available queues in each case adjusting it to the level of the agent. Agents can also see through dashboards that we have created ourselves.

Usability

The app is very easy to use, relatively any user having the level that has can review and adjust to the needs of the service, the application later for logins is very simple, it is not necessary to adjust with a specific server, the agents would have relatively easy to adapt even easier than other applications that we have already used.

Reporting Capabilities

Very simple and easy to use reports, for later use, you don't have to discard as many fields as other types of reports to load them automatically to power BI, then the dashboards are easy to configure and even intuitive for people who have never done dashboards with previous experience.

Products Replaced

Yes - Genesys - Workspace, had many connection failures, always needed corporate network to connect, had multiple failures working from home so it was difficult to maintain a correct adherence with the agents because they could always report crashes that were not reflected in W.F.M. With NICE [CXone] this goes perfectly and there are usually no crashes.

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?

Yes

Would you buy NICE CXone again?

Yes

Likelihood to Recommend

It is well suited for times when there are failures in office networks where an application with higher complexity at login times under these situations. It is unsuitable for times when higher security is required for login beyond a password. It is mainly recommended for industries where there is no budget to pay for dedicated servers for a calling application.

Best call application

Overall Satisfaction with NICE CXone (formerly NICE inContact)