Item: NICE CXone
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

My company is fairly new with using NICE CXone; however, it has made a huge impact since the transition. This software is used by our support, management, and customer service departments to ensure a swift and easy scheduling system. The business problems that are no longer around, thanks to the NICE CXone consist of: proper scheduling updates, time-request offs, secure login, schedule availability at the click of a button, and the ability to confirm the agents confirmed out of the office. I would highly recommend using this service.

Pros and Cons

Time off request.
Schedule display.
Modification alerts.

Return on Investment

Accurate surveys.
Increase in incoming calls.
ROI

Usability

My company transitioned from an outdated system to this system and it allows for an easier flow process with new and old personnel/representatives. I would highly recommend this service to other companies and individuals.

Reporting Capabilities

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

AwsQuality Salesforce Services

Likelihood to Recommend

Scenario 1 - I was unaware that my supervisor was out of the office and asked other personnel within the management department; however, using this service allowed me to confirm that she was scheduled to be out of the office that day. It was very helpful. I would recommend it to others.

Coach - NICE CXone

Overall Satisfaction with NICE CXone (formerly NICE inContact)