Item: NICE CXone
Rating: 7
Author: Joesf Patterson

Use Cases and Deployment Scope

Mostly my interaction with it is for call queues and quality assurance; as well as using it as a phone system integrated with Salesforce. It is being utilized in several departments including sales and customer service, not quite sure of the full scope since leaving leadership 2 years ago. With taking on Vivint Solar, Sunrun has had to integrate both systems and workforces into one system.

Pros and Cons

Real time tracking.
Integration with sales platform.
Control and visualization of call flows.

Some bugs with working in conjunction with Salesforce. Requires constant resetting.
Queues could have more user friendly options.
Lag from trying to switch between queues.

Return on Investment

Allows more real calls per hour.
Reduces time spent with voicemails.
Does require clearing cache and cookies on Salesforce about once a day to work properly.

Customization

I used to make customer reports for my team all the time but since haven't had the need to access to really do any customization in the last two years. I also came from Vivint Solar, we switched from NICE CXone to WebeX, then back to NICE CXone when integrating with Sunrun.

Usability

There is a lot of great potentials if some of the bugs get worked out and the functionality of the software was smoother. Between NICE CXone and Salesforce there is a lot of bandwidth that is needed and it bogs down the user and causes really bad lag when trying to handle calls.

Reporting Capabilities

Really good overall, there is a lot of calls that get stuck in the queues causing false reporting. It used to need to be cleared on a daily basis, it's gotten less since getting back on the platform but it does still happen.

Products Replaced

Yes - When merging with Sunrun, we switched from Webex back to NICE CXone.

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

Webex Calling

Likelihood to Recommend

Being a team lead and supervisor, it was great to be able to see real-time availability and dispositions. It was also really easy to live monitor calls and step in if needed with newer agents. There was a particular time when a customer was getting unruly with an agent, I was able to start listening in to the call, then step in when I needed to.

Success is in the details

Overall Satisfaction with NICE CXone (formerly NICE inContact)