Item: NICE CXone
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

NICE CXone is a great way to make sure employees are showing their team leads what their current disposition is within the department.

Pros and Cons

Easy to navigate.
Allows agents to toggle through dispositions easily.

Sometimes the MAX pop-up crashes, which can be inconvenient and problematic.

Return on Investment

I would assume a positive impact since there is rarely complaints about it.

Personally, I have not needed to customize anything about it since that is not my job duty. Moving forward, I feel that if I needed to make adjustments to anything I would be able to do so very easily. I am not in the position to speak on how it improves the overall business, but for my department that relies on it, we enjoy its basic usage.

Usability

It is a simple procedure to get started. I start my day by logging into everything, then opening the MAX pop-up. Depending on where I am needed that day, I can easily find the department and begin that function. At some point, I will have to switch over to assist elsewhere, which is easy enough to change in the pop-up.

Reporting Capabilities

Reporting is not something I have access to from my position so I cannot report back on it, but I am assuming it is as easy to utilize as the rest of the app is for an employee from my department. I have not had negative feedback from management about my dispositions.

Products Replaced

Not Sure

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

Likelihood to Recommend

It works great when you have multiple employees assigned to different tasks, management can monitor this online rather than have to reach out to individuals to get the information. The MAX pop-up also lets workers know how long they have been dispositioned on one task, which helps employees stay on track.

NICE CXone Review

Overall Satisfaction with NICE CXone (formerly NICE inContact)