Item: NICE CXone
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

My department uses the NICE CXone system to accept inbound calls and create outbound calls to our providers. The software is also used to track employee work hours, break, and lunchtime. For example, the system logs when we sign in and clock out for the day. We can also view the work status of our fellow employees; the system will reveal if a fellow employee is in an "available" or "unavailable" status.

Pros and Cons

Speed
Quality
Troubleshooting
Customer Service

I had some issues with the MAX agent. When receiving an inbound call, I would select the "accept" button and the system would remain frozen. I had to clear my cache and complete some troubleshooting steps several times before the system began to work again.
The software could be better if the main website included some basic troubleshooting steps as well as common issues and how to fix them.
Oftentimes, my department will provide information regarding fixing the MAX agent if we have issues. I think a better line of communication between departments and NICE CXone would also be beneficial.

Return on Investment

Effective communication.
Product quality.
Time management.

Customization

This question does not apply as I am an employee and not the manager/administrator.

Usability

I would rate the usability a 9. Overall, the process with the MAX phone system has been rather smooth. Although I experienced minor technical issues, the troubleshooting steps that my department used were easy and turned out to be successful. Occasionally we experience minor hiccups, but it isn't anything too troubling or difficult to fix.

Reporting Capabilities

I did not rate this feature because as an employee I do not have the reporting functionality. I only use the phone system to make and accept inbound calls.

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?

Yes

Other Software Used

Microsoft Teams

Likelihood to Recommend

Currently, my department has an extremely low call volume. In the past, I worked for a different division that also used NICE CXone and the volume of calls was higher and the office was much busier. In my experience, the phone agent had more glitches and errors when working in a busier office. Unless this issue could be resolved, I think the phone system is better suited for a smaller less busy office environment.

Quality with NICE CXone

Overall Satisfaction with NICE CXone (formerly NICE inContact)