Item: NICE CXone
Rating: 4
Author: Verified User

Overall Satisfaction with NICE CXone (formerly NICE inContact)

Use Cases and Deployment Scope

Across the whole organization as a call center. Customers call into us and we use it to help record our calls and take inbound and outbound calls. We use it for transferring between departments as well and to help us contact customers through email. Over the years its looks and usability of it have become more confusing and less user-friendly.

Pros and Cons

Pros

Easily displays number of calls.
Easy to manage agents.
Setting up commitments is convenient.

Cons

Occasionally the server will disconnect and we lose phone functionality.
Calls get "stuck" in the queue when they don't exist.
Can't remove commitments very easily when they are made.
Kicks you out after 2 hours. Making it annoying how you have to log back in.

Return on Investment

Addressed customers' concerns in a timely manner.
Helped keep track of calls through recordings.
Nicely organized the different departments.

Customization

We've been able to customize it to show the different departments and their call queues. It has been nice in displaying the different areas and the agents in those areas. We are able to see who is logged in, on a call, unavailable, or not logged in. It is nice how you can customize the board to what you want to see.

Usability

Not very intuitive on how to find certain settings or options. There are lots to choose from and if you use it for the first time then you are kind of on your own and lost unless you have someone helping you and walking you through how to use it.

Reporting Capabilities

The reports work really well and give us the data we need.

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 works well for a large call volume if you have to deal with a lot of people calling into your company. If you work with smaller numbers then it doesn't really seem necessary to get and can be a waste of time and money. There have been times when during the middle of calls the whole company loses their customers and we can't call them back until their servers are working again. There are times when it works like it should and makes things easier to track and manage. Sometimes we've had issues where it wasn't even recording our calls so we had to go through the back way to find the call recordings.

NICE CXone Feature Ratings

Comments

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Not the best, not the worst