Item: NICE CXone
Rating: 10
Author: Gabriel-Mădălin Nițu

Use Cases and Deployment Scope

We are using NICE CXone to receive and make outbound calls. The software is used across the whole organization. The marketing department is using it to qualify leads or to answer customer's queries.

Pros and Cons

Flexibility
Professionalism
Error free

More dashboards for reports.
Compatibility with Tableau.
More corporate training sessions.

We are currently working on a customized chat platform based on NICE CXone. The results are very good and can't wait to launch the software in the first quarter of 2022. It offers a very good and detailed list of customized reports and hopefully, it will help us track the progress and integrate it automatically with Tableau.

Usability

The quality of a user's experience when interacting with a product is well defined and the software offers a friendly experience. It is very well suited for our needs and we are still discovering new ways to automate and make our job easier. I would definitely recommend this software.

Reporting Capabilities

I am very pleased with how the reports are being generated and I look forward to discovering new ways of doing things. The software is very complex and it takes a lot of time and patience to discover all the capabilities. I would love to have corporate training on this platform.

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

Other Software Used

Mobify, now part of Salesforce Commerce Cloud

Likelihood to Recommend

The software is well suited for customer's meetings and it makes the connectivity all around the world very easy.

Aim for the best

Overall Satisfaction with NICE CXone (formerly NICE inContact)