Item: NICE CXone
Rating: 3
Author: garrett workman

Use Cases and Deployment Scope

Phone sales for insurance. First and foremost we need the system to answer calls. The system needs to be reliable and intuitive. It is vital to the company that the phone system is easy to use and works every time. There are tons of issues with NICE [CXone] which I will explain later.

Pros and Cons

Hang up feature is clear.
We can route by state.
Has some color coding.

Transfer is inconsistent.
Has tons of issues with audio not working with zoom or teams.
We have far more dropped calls with NICE [CXone] vs Cisco.
Dashboard screen is soooo slow and times out often.

Return on Investment

We can do state by state selection now.
Call recording is good and easy to use.

Customization

The dashboard is very helpful when it works. Pulling past calls is super easy and that saves me a lot of time vs Calabrio. Call history also has screen share which is a massive help. (although, it doesn't always pull screen for every call) The custom routing is nice cause we can do state by state instead of just whole block bins.

Usability

[In my opinion, it's] awful with other audio systems like Zoom and teams [and] not intuitive phone button transfer conference, etc. [I feel that] answering a call is dumb, why click available instead of just clicking answer? Why is there no answer button? Phones are something we are all familiar with. Yet we have an 8-page guide on how to use NICE [CXone]. It should be intuitive.

Reporting Capabilities

You can make a custom report easily them which is great. The real-time part lags so much and refreshing takes ages (I have google fiber.) The dashboards are easy to create and alter. The dashboards can easily be shared which means less duplication of work and gets everyone on the same page

Products Replaced

Yes - Cisco
Jabber
Finesse
Calabrio
Call monitoring is better and easier whereas Calabrio's was real bad we wanted to replace them cause the reporting and backside of NICE [CXone] are better in every way we can route calls by state. Productivity and working rate are better you can add in QA.

Key Insights

Do you think NICE CXone delivers good value for the price?

Not sure

Are you happy with NICE CXone's feature set?

Did NICE CXone live up to sales and marketing promises?

Did implementation of NICE CXone go as expected?

Would you buy NICE CXone again?

Other Software Used

Microsoft Teams, Zoom, Tableau Online

Likelihood to Recommend

As stated in the previous response, the dashboard times out often and is mega slow. [In my experience,] it's rarely live data and freezes audio has so many issues with people not hearing our employees. [I feel,] it's insane. The primary objective of the phone system doesn't work often. The system can't mesh with Zoom or Teams audio [and in my opinion,] the phone interface is lousy. It's not intuitive how to transfer to different departments, conferences, etc.

Does the hard stuff but cant do the simple stuff well

Overall Satisfaction with NICE CXone (formerly NICE inContact)