Item: NICE CXone
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

NICE CXone is used by our entire organization for phone services. It allows us to connect with our practices and patients on a daily basis. We use it to auto-dial out to patients with delinquent accounts or accounts needing additional support, and it is used as a support line for practices and patients to call in.

Pros and Cons

Good audio quality.
Easy to transfer calls.
Scheduling call backs or follow-ups.

When making or listening to a call, it always pop-ups in a new window, instead of a new tab. Makes it challenging to navigate.
There is a small text limit when leaving notes during phone calls, which does not allow us to track everything in the call when we receive calls regarding multiple patients.
While reviewing phone calls for quality assurance, we are unable to locate notes that are left during the phone call.

Return on Investment

I would say this is too soon to tell, unfortunately. Our company has only been live on NICE CXone for less than a month.

Customization

I personally have not customized the platform.

Usability

It is pretty straightforward and easy to use. The reason I did not give it a 10 is because of the fact that multiple windows open when making a call or listening to a call; it's just not convenient because when you have to navigate to another screen, the window hides, and then it's inefficient trying to navigate back.

Products Replaced

Yes - PureCloud - the call quality was poor, we experienced a lot of system outages or glitches, and the reporting was not meeting our needs.

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

Scorebuddy

Likelihood to Recommend

The analytics are far superior to the phone system that we used before. This software allows us to analyze how many times certain words are used, and it allows us for a better look into what our team is doing when not on a call. The latter is important as our primary focus for our customer support team is just that: customer support. If we're not supporting our customers, what are we doing? The detailed statuses are a great way for us to identify trends that we can improve training or provide resources to decrease time off the phones.

Initial NICE CXone review after one month of using the software

Overall Satisfaction with NICE CXone (formerly NICE inContact)