Item: NICE CXone
Rating: 10
Author: Loreto Destura

Use Cases and Deployment Scope

We use this for everyday comms with inbound and outbound calls, in tandem with Webex and Zoom. We also use this to monitor the number of calls coming in and the skill set for who will assist each call. Using the reports generated, we can safely watch the trend where the spike in the number of calls at any given week or month.

Pros and Cons

Number of abandoned calls.
Concurrent calls.
Voicemail forwarding.
Call recordings.

Integration to CRM.
Display of details after customer provided details during IVR.
Backup plan when InContact is unavailable.

Return on Investment

No miss calls, we can always callback if customer had hang up.
Recordings are associated to each customer details.
Analytics are readily available.
Historical and interactive analytics is nice to have.

Usability

In work from home setup, this is very suitable with the lack of a physical phone. Albeit it relies on internet connectivity, but it does what is expected even in office setup. Less bandwidth, especially when we have multiple apps open to support each calls. It just needs more option tailored to our business need to make sure calls are routed properly to each correct department.

Products Replaced

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

Likelihood to Recommend

It is very useable for the BPO setting where we conduct inbound and outbound calls. After each call is completed, we can audit each call and suggest improvements in our current process. It is not yet integrated into our existing CRM so we have to open CRM tandem with InContact which is cumbersome.

NICE CXone for Work From Home setup

Overall Satisfaction with NICE CXone (formerly NICE inContact)