Item: NICE CXone
Rating: 10
Author: Santosh Jha

Use Cases and Deployment Scope

[NICE CXone] is used by our organization to capture data for call centers and create reports based on that or the pre-defined reports of NICE CXone. IT is used by our BPO department. It addresses the day-to-day report publishing of different data to check the call center performance.

Pros and Cons

It captures the call center details in simplistic way.
It's custom report option gives great flexibility to create report as per your need.
Pre defined reports also helps to get the reports quickly.

It has limited Attributes and metrics options which could be increased.
Data download takes time, which could be made faster.
Dashboard should have customization option for better view.

Return on Investment

It has reduced the manual hours effort in report making.
Live tracking of agents helps in better utilization of agents.
Historical reports helps to analyze the data and take actions based on that.

Customization

Custom reports help to create the reports as per our needs and it helps in the automation and publishing of reports for stakeholders as well.
It has reduced the manual efforts in many hours and made the process efficient. We have created customized reports using the existing attributes and metrics.

Usability

The features like the dashboard, prebuilt reports, and customized reports give the greater flexibility to get the desired reports, it saves time and effort and helps in taking actions at right time for the different stakeholders. Like in the dashboard we can see the current performance and activity of agents and make the better utilization of agents. custom reports give the option to create reports as per one's need.

Reporting Capabilities

Custom reports and dashboards give the great option not to create the report as per your needs, but check the agents on a real-time basis. It has options like checking the locations and performance of agents which is indeed helpful to utilize agents in a more productive way.
Features like Data download gives the option to create reports based on historical data and create input for business owners.

Products Replaced

Yes - It replaced AVAYA. Extraction of data is much easier compared to Avaya and the platform is simple and easy to be escalated for greater scope.
It has features of the custom report and prebuilt report which saves time and effort. Alos dashboard gives the live status of agents. Historical data can be pulled easily.

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

Avaya Cloud Office, Microsoft Power BI, Automation Anywhere

Likelihood to Recommend

Extracting the report from the prebuilt report is easy and convenient and a custom report gives great flexibility to create a report as per one's need. The dashboard gives the live status of agents which is good. Metrics or attributes numbers can be increased to have the drill-down option for reports at the micro-level.

NICE CXone - a great way to analyze call center data

Overall Satisfaction with NICE CXone (formerly NICE inContact)