Item: NICE CXone
Rating: 8
Author: Maren Schmitt

Use Cases and Deployment Scope

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.

Pros and Cons

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.

Return on Investment

Quick replies for faster contacts.
Options for transferring and 3 way calls.
Calls dropping before or mid way.

Customization

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.

Usability

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.

Reporting Capabilities

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.

Products Replaced

Key Insights

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

Yes

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

Outlook4Gmail, Citrix Workspace, Zoom

Likelihood to Recommend

[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.

a NICE CXone Review

Overall Satisfaction with NICE CXone (formerly NICE inContact)