Item: NICE CXone
Rating: 8
Author: Mayuri Ganjure

Use Cases and Deployment Scope

NICE CXone helps to manage the customers complaint, issues, concern very effectively. It eliminates a lot of human intervention and gives the extra productivity to the associates. It manages the customers interactions using latest technologies like Cloud, artificial intelligence. It gives the perfect dashboard settings according to your process requirements.

Pros and Cons

Customer management.
Workflow management.
Automatic call distribution.

User interface.
Sign up process.
Very much Connectivity sensitive.

Return on Investment

Improved in productivity.
Cost savings.
Time management.

Customization

NICE CXone provides the customisation according to your requirements. The call script feature works perfectly well. Since the application is running we haven't seen any error in call script functions. The customized reports can be carried out very well according to the requirements only challenge is the the modification in the settings of dashboard. Due to interface settings it's little bit tricky to make the customisation in the dashboards.

Usability

NICE CXone works perfectly well in managing the customers. It provides a great features like automatic call distribution , call scripts, customize reporting, interactive voice response. Over all the application is good comparing with other competitor applications. The challenge is with connection sensitive and it takes a prior knowledge or training to manage the dashboards.

Reporting Capabilities

The NICE CXone reporting features work very well as you can customize it according to your requirements. But customizing it is a little bit of a challenge. You can manage numerous dashboard at once to get the reports according to your requirements. It helps to prebuilt reports, SLA management on a real-time basis.

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

Other Software Used

Skype, Slack, Microsoft 365 (formerly Office 365)

Likelihood to Recommend

If the organization is based to work on customer follow-up or continue interaction then the NICE CXone is perfectly suitable. Due to the use of the latest technologies, it's very reliable and provides perfect call management with almost zero errors. If the organization is not customers centric then NICE CXone is less appropriate.

Boost the productivity by managing customers very effectively.

Overall Satisfaction with NICE CXone (formerly NICE inContact)