Item: NICE CXone
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

NICE CXone is being used by our whole company. We use this system to make and receive calls in all departments. For our sales department, we use it to track how many calls are being made. This helps us to ensure everyone is being productive. Also, it's used for our administered team. Although they aren't tracked when can pinpoint if and when they made the call. Having a program like NICE [CXone] helps keep our reports in one place.

Pros and Cons

Auto dialer- keeps the billing department productive.
Outbound options- being able to select the number to call from is a great tool.
Emails- The preloaded email options makes it quick to solve issues.
Coming up - being able to set call back reminders are help.

Virtual voicemail option is needed.
system should load up once you log in.
System should stay in available once other part hangs up.
I find it strange that the phone stays connected once the caller hangs up. I feel like it should disconnect the call. I work from home using my cell and if I don't press end, I am still connected. iPhone would usually hang up once the other party does but not while using this system.
Disposition should be selected once we call that way it's less clicking.

Return on Investment

This system is worth it.
It only has a few minor kinks but those are usually user error.

Customization

We have added prescripted emails. By doing this it is super-efficient. It's like the rep can address an issue and find the solution quickly. This helps the teamwork through and process the emails quickly. Also with the auto queue if a rep can not handle the issues just hit re-queue and the email is sent back out.

Usability

This program is easy to use and it is efficient. From tracking calls, dials, and emails. this has program has made it easy to understand the reports. It is also easy for some of our older CSR to use and the interface is set up very simple. I don't see why a company wouldn't use NICE [CXone] this program also made it easy for my team to transition to a work-from-home pace.

Reporting Capabilities

I gave it this score because I am able to micro-manage my team without much effort. Pulling the reports is effortless and are easy to understand. This is why we made the decision to start using it for our sales team to track the dials they make. We are able to see true numbers.

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?

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

Other Software Used

Microsoft Access, IBM Watson Discovery for Salesforce, Power BI For Office 365 (discontinued)

Likelihood to Recommend

I would give this program a 9 out of 10. My main 2 reasons are; 1) when using the system it has the need to stay connected. I feel the system should act like a cell phone and disconnect. When working I am not always mindful of pressing end. I am using my cell to work from home. I am accustomed to when the other party hangs up the call being disconnected. This isn't the case for the program my team has our phones stay connected. let's be honest in a work from home setting we are not mindful of our background noise. 2) My team is dinged if they are "unavailable" for too long. This can be because the rep forgot to select their disposition. Now, this only affects my admin team but if they were able to select the disposition before the call is placed and immediately once the call ends the system should put itself back in available.

In office or working from home this a NICE CXone to have

Overall Satisfaction with NICE CXone (formerly NICE inContact)