Item: NICE CXone
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

[NICE CXone] is used to manage our time with various ongoing calls. It has also helped me in knowing how much time I take for each task. Also, I have used it to know if any of my colleagues [are] available to help. It makes it very easy to use, especially when I have to contact another department or when someone has to call me.

Pros and Cons

Manage time.
Display if someone is available.
Fast

Sometimes it has connection issues.
Personalize options, regarding the color or display.
Conference call with 3+ phone numbers.

Return on Investment

Helped on doing my job easier.
Manage my time better.

Customization

It has helped a lot since [it] is easier to talk and help the customer. Since I have personalized scripts on it, I do not have to open a new window or program for them, so it helps on making the computer faster. Basically, it is very nice to have the scripts and the app that I use the most during work on the same web page.

Usability

It is good in most cases, but I feel it has been having connection issues lately. I have felt that the connection issues [are] a big deal because sometimes I am not able to make calls, and that can be very unpleasant, but at least it is not very common to happen, and it does not last very much. But apart from that I really consider it to be very helpful in all other ways.

Reporting Capabilities

[The] real-time dashboard is really good because, as I have previously mentioned, I am able to see if any of my colleagues are available to take a call or if they are busy. Regarding the other services, [I] do not have an opinion on them since I have not used them enough.

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?

Yes

Did implementation of NICE CXone go as expected?

Yes

Would you buy NICE CXone again?

Yes

Other Software Used

Adobe Connect, Jira Software

Likelihood to Recommend

Easy to use and very easy to understand how it works. Everything is clear, thanks to the different colors it shows. It has helped me several times when a customer wants to speak with a specific person, [and] I am able to see if they are available. Sometimes I would like to see the phone numbers of all who are on the call because I am only able to see the phone number of the one [who] called me.

The Nice World of NICE CXone

Overall Satisfaction with NICE CXone (formerly NICE inContact)