Item: NICE CXone
Rating: 7
Author: Verified User

Use Cases and Deployment Scope

This program is great in bringing together a lot of information and tasks that took multiple applications and software with the old system my company used. This makes reviewing and bettering ourselves a lot more accessible. It's a huge improvement for my company.

Pros and Cons

Easier transfers.
Easy access to previous calls.

Static
Not showing info customers put into the system for long enough, this should be permanent on the contact and able to be copied and pasted.

Return on Investment

It's made work easier.
Work is less dreadful.

Customization

This helps with transfers.

Usability

It has common bugs like static and occasional sound issues. I also wish we could copy and paste in the customer put in the system. But overall it is a huge improvement and will only keep getting better, I'm sure.

Reporting Capabilities

Able to report issues with a call for multiple reasons.

Products Replaced

Not Sure

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?

I wasn't involved with the implementation phase

Would you buy NICE CXone again?

Yes

Likelihood to Recommend

It is easier in a lot of ways but just needs a little improvement.

I recommend

Overall Satisfaction with NICE CXone (formerly NICE inContact)