Item: NICE CXone
Rating: 10
Author: pat buzard

Use Cases and Deployment Scope

It is being used across the organization. We use it for phones for our 800 number, scheduling, and QA reviews. We love it. All the way to the top and down to the bottom, we all use this system. We all really enjoy the system.

Pros and Cons

Schedule requests.
Q and A Reviews.
Schedule
Phones

Reliability
Sign-on
First calls in the a.m.

Return on Investment

Q & A
Scheduling
Reviews

Customization

I haven't customized the platform.

Usability

It's a super big upgrade from our last 2 systems. It's sleek and user-friendly for a customer service phone and email agent.

Reporting Capabilities

I really don't ever do anything like this and haven't been trained in this area.

Products Replaced

Yes - Five9

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

Out'n About! For Outlook, The Okta Identity Cloud

Likelihood to Recommend

Great: Schedule, Q & A Reviews, and Time off Requests.

Not so great: First few calls of the day and launching MAX.

Customer Service Rep Loves NICE

Overall Satisfaction with NICE CXone (formerly NICE inContact)