Item: NICE CXone
Rating: 10
Author: Leatrice Berry

Use Cases and Deployment Scope

We work from home and NICE [CXone] is being used to make calls, receive calls, receive emails, and write emails to customers and team members. It really makes the job so easy cause it’s right there and it automatically pulls up the ticket for you so you can complete the task in a timely manner.

Pros and Cons

Park email.
Dialing out.
Masking a call for personal information.

Connectivity issues.
Refuses calls out of nowhere.

Return on Investment

Helps complete the job.

Customization

I have not customized anything on NICE [CXone] as of yet. The company has it set up for you to use it how they would like.

Usability

It’s very easy to use and if you’ve never used it before you can still use it with no problems. It’s literally so simple to set up and get started.

Reporting Capabilities

Seeing real-time reports such as a call queue and email queue helps me plan for [the] day I have ahead of me which is very helpful.

Products Replaced

Not Sure

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?

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

Likelihood to Recommend

NICE [CXone] is well suited when having a huge workload and calls are coming in like crazy. The ticket will pop up with the customer incident number and name to help speed up the process so I know who I am talking to. Also, [it] helps that you can set it so you can answer a call versus the call coming straight through.

A1 in my book!

Overall Satisfaction with NICE CXone (formerly NICE inContact)