Item: NICE CXone
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

We use it for call operations for our corporate service desk. I can't go into very much detail other than that, but it is integral to the way that we handle all of our calls, and from the perspective of the company we are an invaluable asset -- this helps greatly in that regard.

Pros and Cons

Transferring of calls is simple.
Hold procedure is simple.
Viewing other team members' status.
User interface is clean and simple.

Tooltips for the different functions for the newer users.
Tutorials for the new users.
A way to flag the call in order to notify of critical action needed.

Return on Investment

Callers can be serviced quickly.
Communication between other teammates is easy.
Needs to be more explicit in what the functions do.
Customization is not available.

Customization

Haven't had to do this and I don't believe that it is allowed in the department.

Usability

It works well.

Reporting Capabilities

I don't use these features.

Products Replaced

Not Sure

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?

Yes

Did implementation of NICE CXone go as expected?

Yes

Would you buy NICE CXone again?

Yes

Other Software Used

Microsoft Teams, Microsoft 365 (formerly Office 365), Cisco AnyConnect

Likelihood to Recommend

Any call center environment would be better suited to use this kind of software. It is not hard to use for most individuals to learn and the answering of calls is pretty intuitive. I believe that there is a need for more standardization in this industry so ideally there will be a number of features that will come into play.

Great for an inbound call center environment

Overall Satisfaction with NICE CXone (formerly NICE inContact)