Item: NICE CXone
Rating: 9
Author: Carly Rousseau

Use Cases and Deployment Scope

NICE CXone is utilized by public-facing employees to field incoming calls from the public. It enables the fair distribution of calls among the team and helps us track the calls.

Pros and Cons

Fair distribution of calls among team.
Enables easy callbacks when disconnected.
Good tracking for lunch and break times.
Supervisor can easily see who is available and answering calls.

Easier report generation.
Ability to see or record voicemails.

Return on Investment

Very positive in respect to quality of calls.
Helpful for call forwarding during remote work.
Awesome capability to distribute calls equitably.

I think the system is very user-friendly, with the exception of generating reports. I have been very happy using it for the past year. I previously used RingCentral, and I find this works far better and has better call quality.

Reporting Capabilities

Good, but I rarely run reports.

Products Replaced

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

Likelihood to Recommend

NICE CXone is well suited to any call center or public-facing governmental organization. Much more efficient and equitable than a traditional phone system. Particularly helpful for large volume and rapid calls, as it will help you to keep track of callers. Also great for forwarding calls to mobile phones during remote work.

Helpful, User Friendly, & Efficient

Overall Satisfaction with NICE CXone (formerly NICE inContact)