Item: NICE CXone
Rating: 5
Author: Verified User

Use Cases and Deployment Scope

NICE CXone is currently being used by our customer support department. The system frequently times out and logs itself out. There are many issues and errors when utilizing in conjunction with other programs. The sound and call quality seems to be good though. I also enjoy the ease of use as well as the multitude of dispositions available. Overall the program works as designed just needs to have a few kinks worked out.

Pros and Cons

Setting options.
Reporting features.
Ease of use.

Integration with other products.
Error reporting feature avail when error occurs would be helpful.
Better VPN compatibility.

Return on Investment

Increased efficiency.
Provided better customer service.
Increased profit margin.

Customization

I have not had the opportunity to customize the software and/or platform as I am not in management. I do like how our management has been able to customize the platform to route calls to the appropriate departments with ease as well as select easy-to-utilize call disposition options. The ability to collect satisfaction data is also very useful.

Usability

The system has a lot of great features such as call routing and customer satisfaction features. The overall usability for staff is hit or miss. The program logs itself out frequently and errors out a lot. I would work on the VPN compatibility issues. Over quality of the calls themselves seem to be good.

Reporting Capabilities

I have not personally used the program to create or customize out-of-the-box reports, export reports, access to real-time dashboards, etc so I cannot fully speak to the ease of use nor the resulting product. From what I can see from my perspective it looks like the feature offerings are robust and meet the needs of my current company.

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?

I wasn't involved with the implementation phase

Would you buy NICE CXone again?

Other Software Used

Jira Software, CyberDuo, Microsoft Access

Likelihood to Recommend

I believe this would be well suited for smaller groups as the VPN and other program integration kinks have not yet been sorted out. I do think it is a good program to get everyone on the same page with the same productivity goals. I like the ease of use for all levels of technically savvy individuals.

Overall user-friendly service that seems to produce happier clientele.

Overall Satisfaction with NICE CXone (formerly NICE inContact)