Item: NICE CXone
Rating: 9
Author: Vijayakumar Palanivel

Use Cases and Deployment Scope

NICE CXone is the contact center Moneygram uses for its consumer services, It is being used by Global Contact center department and it provides self-service IVR for the consumers and partners who use MoneyGram as their Money Transfer service. It widely supports the Intelligent Routing to the representatives for better customer service.

Pros and Cons

Cloud based Contact Center.
Easy to develop routing solution.
Routing and IVR flow combined in studio.
Providing detailed reporting on entire CC.
Easy WFM.

Studio Scripts.
Lack of Visibility in callback component.
Develop Omnichannel Solution is easiest way.
Lack of documentation in all areas.

Customization

We did not customize any but something in the queue.

Usability

Easy to manage.

Reporting Capabilities

We can build reports using Rest APIs.

Products Replaced

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?

I wasn't involved with the selection/purchase process

Did implementation of NICE CXone go as expected?

Yes

Would you buy NICE CXone again?

Yes

Other Software Used

AWS Chatbot

Likelihood to Recommend

Since it is a cloud-based contact center, we don't want to worry about handling the servers. Workforce management is easy to handle. There is a lot of dependencies if we want to troubleshoot at the platform level.

NICE CXone is Nice

Overall Satisfaction with NICE CXone (formerly NICE inContact)