Item: NICE CXone
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

It's very helpful, it's used by all our departments at our company. Great way to communicate with everyone else like basically using a phone. Sometimes it freezes when trying to answer calls or it forgets to state the name of the practice someone is calling from, but in general, I like it.

Pros and Cons

Fast
Resourceful, great with communication.
Can call anywhere we choose work wise.
Sound comes out great.

When agent state directory if they can hold 3 seconds before connecting.
If phone can stay on the screen you want when on another website.

Return on Investment

People have received review calls before calls end, which is a distraction.

Customization

Creating call scripts is very useful, because they don't let you down, and they are great guides to have.

Usability

I would definitely use this service when my business grows bigger for my customer support line.

Reporting Capabilities

It's easy to access and fast and reliable.

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?

I wasn't involved with the implementation phase

Would you buy NICE CXone again?

Yes

Likelihood to Recommend

"NICE CXone" Has always been well suited, it gets the job done and it's a very reliable network. I am able to do my job and I don't get glitches or disconnections. One thing I think that would really help is having a lock option so the phone can stay on the screen while being on another site. Also to have the agent stating the directory give a 3-second pause before connecting call.

"NICE CXone" is the way to go!

Overall Satisfaction with NICE CXone (formerly NICE inContact)