Item: NICE CXone
Rating: 9
Author: Charanjeet Singh

Use Cases and Deployment Scope

FIS is using NICE [CXone] to make and receive calls to their customers. We are using it in many processes. It is being used in Chex, Zelle, and Vodafone. I am a Senior Business Analyst so I extract data from the NICE CXone web application. I make reports using the Custom Reports and Data download tab. It is a very easy-to-use product and can be used from home in Covid. Previously we had Avaya and it was difficult to use because it was a landline.

Pros and Cons

Made work from home easy - We just have to login and start calling - No landlines.
Easy to extract daily, monthly reports from NICE [CXone] web app.
Easy to monitor agents online - who is logged in and who is not.
Fast and reliable - Just need internet.

Sometimes it shows that call is connected but there is no voice from another side for a few seconds.
Hard to create custom report using parameters - too many parameters.
Pre defined reports needs to be added into the web app.

Return on Investment

It is surely recommended to every process within FIS.
We are able to run business in Covid - Work from Home.
Saved a lot in phone maintenance and wiring.

Customization

Yes, I have been making and using the Custom Report scripts but in my opinion, it should be easier to use. It is very difficult for new users to create personalized reports as they have to understand the complete web app. There is no help in preparing customized reports.

Usability

I think NICE [CXone] is power-packed and has everything which a calling company should have. We have the ability to monitor live advisors, we have the ability to make and receive calls. We can also create reports and see daily, monthly, weekly and yearly performance. We do not need a landline to use NICE [CXone.]

Reporting Capabilities

I have a complaint regarding making custom reports. It is not very easy to make reports. We need to understand which fields we need to add to make a report. There are 100s of parameters in which anyone can get confused while selecting them. Real-time dashboards are fine. We have everything to look at. Exporting reports are easy but they are too heavy and take time to load.

Products Replaced

Yes - Absolutely. NICE [CXone] has out-parked Avaya completely. We have transitioned from Avaya to NICE [CXone] within 1 day which is really amazing. From day 2 we started making reports and sending them to operations. When Covid hit it was difficult for us to take calls using Avaya. Thankfully we have NICE [CXone] back then.

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, eGain, Microsoft Teams

Likelihood to Recommend

Best in Working from Home - In Covid situation, we cannot carry landline phones so we just connect with headphones and start calling. It is less expensive than other phones. We do not have to carry the calling device. Bad is when the internet is down or slow then calls do not connect or have ping issues in calling.

NICE CXone Customer Support Pros and Cons

Pros	Cons
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Support understands my problem Support cares about my success	Difficult to get immediate help

Premium Support

To resolve any issue quickly. We require to send hourly reports as well to Operations and when we cannot send them then it affects our customers. That is why we need immediate premium support.

Exceptional Examples of NICE CXone Support

Whenever the help was required during COVID and when we were setting up nice in FIS they were always available.

Savior during Covid

Overall Satisfaction with NICE CXone (formerly NICE inContact)