Item: NICE CXone
Rating: 10
Author: Juan Florez

Use Cases and Deployment Scope

We use it as our phone system and schedule checker. The sales reps and customer service reps use it. It doesn't address problems but rather we give people solutions. It is a great system that is implanted by the company and it helps with sales. We love the NICE CXone system.

Pros and Cons

It helps with customer service.
It helps bring in sales.
It shows in detail how many calls I take.
Shows me the data I need.

Lags a lot.
The interface isn't user friendly.
Crashes on me sometimes.

Return on Investment

It doesn't have any negative impact.
It helps me a lot as a sales rep.
Helps the company with their goals.

Customization

I am not a manager so I cannot answer that but I am sure the managers have customized it to their specific needs especially with the call center being so busy it helps that NICE CXone gives them the tools they need to make the reps perform at their fullest potentials.

Usability

I give it an 8 because it does crash a lot sometimes and it drops the calls I have with clients and it takes a while to get it back up. Aside from that, I love it since it helps me crush my sales goals with good phone quality and I love how I can check my schedule easily with a click of a button.

Reporting Capabilities

I am not sure how to answer this since I don't use that function at all but I am sure the managers use it and they do give us feedback on calls and other reports as well. I highly recommend it for any company in sales and in the call center industry.

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?

Yes

Did implementation of NICE CXone go as expected?

Yes

Would you buy NICE CXone again?

Yes

Likelihood to Recommend

Its best suited for sales reps who have to take calls and make money by selling the product the company offers. It also is an important tool for the company since we have a lot of customer service calls and it helps the clients get their problems resolved as soon as possible.

NICE CXone is the NICEst one around.

Overall Satisfaction with NICE CXone (formerly NICE inContact)