Item: NICE CXone
Rating: 5
Author: Verified User

Use Cases and Deployment Scope

We use it for all incoming customer conversations via chat email and phone. Is only used by the sales and CX team. It allows our team to have multiple customer interactions in multiple formats simultaneously and have quick replies for the frequent repetitive questions we get asked.

Pros and Cons

Allows for custom options (how many inbound contacts at a time).
Custom sounds for different notifications.
the option to look back at previous contact history.

When answering phone calls it still rings for a few seconds.
Can't transfer emails when someone is on break-even if the email is not urgent but needs to be attended to by a specific person.

Return on Investment

I am not in charge of seeing this info.

Customization

We have personalized email signatures as well as quick replies with customizable fields for names. This keeps things running quickly and smoothly and keeps responses to customers all the same so they are not getting incorrect info.

Usability

It's a decent platform but feels robotic and boring. Doesn't provide a wonderful user experience but it is useable.

Reporting Capabilities

I love the ability to find and use reports and see real-time dashboards but they could be a little easier to navigate and filter search results.

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?

I wasn't involved with the implementation phase

Would you buy NICE CXone again?

Likelihood to Recommend

It's well-rounded as a platform but just isn't always perfect.

Does the job

Overall Satisfaction with NICE CXone (formerly NICE inContact)