Item: NICE CXone
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

This is being used by the complete process and has been a key resource where all different tools have been integrated into one. This gives us an easy to use and ensures all available data is present on a real-time basis.

Pros and Cons

Agent Data
Daily Productivity
Real-time reporting
Call status

Latency observed
User friendly
Tool refinement

Return on Investment

Improved overall productivity.

Customization

Helped in creating an integrated tool for agents and availability of reports in a single dashboard for coaches on a real-time basis.

Usability

Ease of access and needs to be more user-friendly.

Reporting Capabilities

Access to real-time dashboards. Once a common tool for all reports.

Products Replaced

Yes - Ring Central.

Key Insights

Do you think NICE CXone delivers good value for the price?

Yes

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

Likelihood to Recommend

It's well suited in a contact center environment where multiple tools can be integrated into one common tool. Also, helpful in an environment where several data reports can be accessed within a single dashboard.

NICE CXone is nice to use

Overall Satisfaction with NICE CXone (formerly NICE inContact)