Item: NICE CXone
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

It's great and easy to use does not glitch out as much as other systems. Even when I was first learning about it I was able to grasp the information rather quickly and with ease. Now that I am more familiar with the system I am able to navigate through it and not have to worry about getting lost or forgetting how to use it since it is so easy and simple to use.

Pros and Cons

Very simple not over loaded with options and tools.
Keeps good connection with other systems that we use to help our customer.
The phone controls are very easy to navigate thru.

Agent leg disconnects a lot so maybe update the software to not disconnect as much.
Sometimes I am not able to transfer calls easily it takes a few tries.

Return on Investment

Makes working for my company easier and less stressful.
Being able to assist customers without issues.
It has created a very effective company.

Customization

I don't personally get to modify the equipment but when needing to get my skills changed my boss has been able to do it rather quickly were at the last company I worked for it took them a couple of days to get it working the right way. I lost almost a week of being able to perform my job duties just because we were waiting on the system.

Usability

Super easy to learn and use. I have not seen anyone not understand its overall functionality. very self-explanatory does not need much training to know where to go and to be available to take calls. at my last job I needed a good 15min just to get all the programs, I needed up and running and ready. here it takes me no more than 2min to be ready. which helps ensure I'm on time and available for my job and for my customers.

Reporting Capabilities

The dashboard has not given me one issue. I am able to look up my customer's info and not worry about it taking forever for it to come up. the search bar is easy to use and very useful. It cannot get more simple than that really I am able to look up a customer with any info really quick.

Products Replaced

Not Sure

Key Insights

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

Yes

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's really nice coming from other call center jobs where I would have to deal with a lot of system issues that would take so much time from talking with the customer that if addressed I'm sure they would get a product and software as good working as NICE [CXone] is. I love that it is constantly kept up and updated to help maximize our time spent talking with customers instead of sitting in a not-ready status because something is wrong with the system.

If it isn't broken don't fix it. Very happy with the software.

Overall Satisfaction with NICE CXone (formerly NICE inContact)