Overall Satisfaction with NICE CXone (formerly NICE inContact)
Walmart eCommerce uses it throughout the whole company, as far as I know. Different teams use it for inbound and outbound calls, chats, and some emails. Being able to connect to the programs we use to look up customer information is really helpful and provides quick customer service. There are some times when it doesn't load, but usually, a refresh and clearing cache and cookies help.
- Connect customer information to our programs.
- Allow for customization for users.
- Easy to use.
- Ability to see when your teammates are on lunch or break or any other status.
- Different ringtones for when contacts come in.
- Fully customizable color schemes for dark or light mode.
- Quick replies for faster contacts.
- Options for transferring and 3 way calls.
- Calls dropping before or mid way.
I personally have not had any options to customize the platform that we use, but our management does appreciate any and all feedback we have given. I like being able to see when my coworkers are on break or what status they are in as it is helpful if I go over my needing to go to lunch or break.
It is fairly easy to use and helpful for contacting customers especially with the quick reply option for chats or calls. I give it a rating of 8 because while it is helpful, there are times when it doesn't meet expectations and doesn't load or process calls correctly, and the customer gets a negative experience.
I personally don't use the reports as that is more of a management thing, but being able to report when there is a crash or disconnect in a call or chat is helpful.
Do you think NICE CXone delivers good value for the price?
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?
[It is] helpful for contacting customers on phones or chats, but sometimes has issues connecting or even loading. For instance, talking to a customer that had their laptop go missing and in the middle of the conversation the call drops or suddenly we can't hear them and have to close the system out and lose the call.