All of the analysts can't be wrong - It's a leader for a reason!
November 09, 2021
All of the analysts can't be wrong - It's a leader for a reason!
Score 10 out of 10
Vetted Review
Overall Satisfaction with NICE CXone (formerly NICE inContact)
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.
- 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.
- Increased our customer base.
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.
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