Item: NICE CXone
Rating: 6
Author: anand mahajan

Use Cases and Deployment Scope

We use this for chat, Voice, Email across all departments.

So far experience is Ok and not that great and lots of small features are missing from an Agent experience standpoint. Compared to cisco we do see quite a few features lacking.

Pros and Cons

API integrations.
Work from anywhere agent.

Lots of Issues and features missing on email (Digital platform - brand embassy).
Agent experience is really bad on chat and emails both when compared to Zendesk which is our existing product.

Return on Investment

Still evaluating but compared to Zendesk, Cisco, Verint we do see lot of feature gap.

Customization

We did lot of customization where our agents login to inhouse CRM instead of MAX but lot of features gap in between

Usability

A lot of feature gaps from an agent and customer experience standpoint.

Reporting Capabilities

Still exploring.

Products Replaced

Yes - Cisco, Verint, and Zendesk - we are still in the evaluation phase and not sure what products we will replace.

Key Insights

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

Not sure

Are you happy with NICE CXone's feature set?

Did NICE CXone live up to sales and marketing promises?

Yes

Did implementation of NICE CXone go as expected?

Would you buy NICE CXone again?

Likelihood to Recommend

Integrated softphone APIs are not available Can not maximize chat and an email window on search option on an email - agents can view any email across the different channel and queue Real-time reports are not that great example no way to see the agent is active on how many chats. If agents change the state to unavailable while on chat, the supervisor can not see and control that SSO does not integrate directly with AD, no way to set up an automatic way of onboarding and offboarding agent ANI masking is not feasible on Inbound calls. In chat, there is no way to set up auto-assignment On Voice there is no way to answer calls and it automatically connects with webrtc.

NICE CXone

Overall Satisfaction with NICE CXone (formerly NICE inContact)