Item: NICE CXone
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

Use it daily for phone calls handling calls for the entire VA network and it works very well. It also keeps track of scheduling, adherence, call history. It also shows analytical data for the call volume and many other services that we just don't use as technicians but for just a softphone this has so many features.

Pros and Cons

Providing analytical data for call volume.
Keeps track of scheduling and adherence.
Has a user friendly and clean display.

Analytical data could be more real time unless this feature is blocked by sysadmin.
No other update.

Customization

I have not customized the platform any.

Usability

User friendly and clean display.

Products Replaced

Key Insights

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

Not sure

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?

Yes

Would you buy NICE CXone again?

Yes

Other Software Used

ServiceNow Now Platform

Likelihood to Recommend

I've worked in call center settings for 8 years now and the best one I've used has been NICE CXone. It's all-around great in displaying your calls, handling them as well as your schedule, and being easy to use.

Great overall softphone software!

Overall Satisfaction with NICE CXone (formerly NICE inContact)