Item: NICE CXone
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

I currently use NICE [CXone] to manage the Sales Team that I'm managing. I pull up my dashboard on a daily basis to monitor their productivity, to barge and listen to their calls every now and then, and I pull up historical reports and recordings as part of 1:1 coaching conversations.

Pros and Cons

Real time reports
Easy to setup your customized dashboard
Robust reporting with about 300 metrics that you can utilize

There's nothing that I can think of right now.

Return on Investment

Our agents are now more proficient and productive with their day-to-day tasks
More calls + More fruitful conversations with their customers = Business revenue
30% more efficient after implementing the auto dialer to our outbound team

Customization

I like the real-time dashboard, seeing the activities of my team. That is our basis for their daily attendance and their dials and talk time as part of the outbound sales team. I set certain threshold/parameters for each disposition that I set for them as my guide to ensure that we're maximizing their productivity.

Usability

I believe it's the best out there. With 99.99% uptime and has a build-in redundancy, this gives us the confidence that the platform is secure and reliable.

Reporting Capabilities

Everything is reportable and are accurate. This gives us enough data to get back to our teams and review their performance during our 1:1 coaching sessions with them.

Products Replaced

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?

Yes

Did implementation of NICE CXone go as expected?

Yes

Would you buy NICE CXone again?

Yes

Other Software Used

The Okta Identity Cloud, Salesforce Lightning Platform (formerly Salesforce App Cloud), Xactly Incent

Likelihood to Recommend

Whether you're managing a sales team, customer service, booking services, or collections, NICE CXone is a great tool to measure agent productivity. It's a versatile product to manage pretty much any metrics that you're looking for in a contact center solution. With about 300 metrics, you can customize it based on how you want agents to be measured. These are all reportable and can be automated as well which is a good thing.

Reliable. Innovation. Quality.

Overall Satisfaction with NICE CXone (formerly NICE inContact)