Item: NICE CXone
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

My organization uses NICE CXone as our main phone system for a specialized department's call center. It is used by the department to receive inbound inquiries and make outbound resolution calls. By having our department admins available through NICE CXone, callers receive quicker assistance and a quicker resolution. Other specialized departments within the business use NICE CXone to manage their inbound call center calls.

Pros and Cons

Connect Callers.
Provide Caller ID.
Allow Easy Transfers.

Often is buggy.
Dropped calls.
Silent lines.

Return on Investment

It is great most of the time but when there are outages, it is frustrating for our agents and callers.

Customization

I'm not sure what customizations my organization may or may not have done.

Usability

It has all the basic functions you could want in a call center setting.

Reporting Capabilities

I've never done reports out of it, but my managers do and they have a plethora of data available to them through reporting.

Products Replaced

Not Sure

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

Microsoft Teams

Likelihood to Recommend

NICE CXone is nice in a call center function because calls are able to be recorded, monitored, tracked, and retrieved. It helps us monitor other team members and their availability on the phones which is helpful. We make good use of the status function to redirect calls to other agents while we are away.

NICE CXone is the Call Center Software for me!

Overall Satisfaction with NICE CXone (formerly NICE inContact)