Item: NICE CXone
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

We are a reseller of NICE CXone and use the tool in a variety of ways. Our solution engineering team uses it to build proof of concepts for our customers along with pre-sale demonstrations. Our professional services team uses it to create new integrations to systems such as Zendesk and build bespoke solutions for our customers. Our support team will also be using it to handle customer calls.

Pros and Cons

Skills based routing.
Integrations.
Reporting.

Dated UI (they are working on this).
New features are slower to be released to EU/UK.
Non-Salesforce softphones are not great compared to the SFDC one.

Return on Investment

Increased our customer base.

Customization

Studio is a fantastic application and having worked with many scripting tools for CCaaS solutions, I can say it is my clear favorite due to its flexibility of it. It is intuitive, has a drag and drop interface (which many don't!), and allows you to hook into pretty much anything with an API - as a result of this, we have been able to build really strong integrations to Jira, Zendesk and Salesforce which have made a huge difference for our customers.

Usability

I gave it a 9 because I feel MAX is showing its age and also because I feel the Zendesk agent interface is lacking as opposed to what was built for Salesforce. However, Studio is amazing and so is User Hub - it is easy to use and quick to make changes.

Reporting Capabilities

CXone reporting is extremely powerful with a variety of options. You can use standard, pre-built reports. You could create custom templates. Or, you could download the raw data via data download or pull it via API into a BI tool that you may have. you can schedule reports on the platform too and there are real-time dashboards too.

Products Replaced

Yes

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

Likelihood to Recommend

NICE CXone is well suited to organizations that wish to communicate with their customers across the channels that their customers want to use. Historically a voice platform, it brought Chat and E-mail in really well and has done the same with other channels such as social and messaging. The solution is also a great standalone but really comes into its own when integrated with other platforms such as Zendesk or Salesforce.

All of the analysts can't be wrong - It's a leader for a reason!

Overall Satisfaction with NICE CXone (formerly NICE inContact)