Item: NICE CXone
Rating: 8
Author: James Nelson-Guillen

Use Cases and Deployment Scope

We use NICE CXone for our call center solutions provider. They provide us with solutions for call routing, handling, monitoring, and evaluation. Their products help us monitor everything from how many calls are currently [held] to how representatives in the call center are performing. Their products provide insights into key metrics to identify issues so we can resolve them.

Pros and Cons

Provide software and technology that is easy to use
Products are easy to use but also robust with lots of features
Products also include analytical tools to identify trends

The call evaluator tool (Engage) can be slow to respond. Would be nice to have this application housed in Chrome instead of Internet Explorer.
Sometimes, not all call data is recorded, particularly screen captures.
Adding spell check features to email/chat functions would also be an improvement.

Return on Investment

Helps representatives save time with call handling
Engage takes a little too much time to work sometimes
Analytics helps to quickly identify trends

Customization

Our organization has made great use of the customization features of NICE CXone. For instance, we use their IVR technology to greet callers according to which retirement plan or client they are calling about. We've also built our dashboards and skillsets (call routing queues) to fit our business needs. The customizability of CXone's product makes it stand out from any of the other cookie-cutter products out there.

Usability

I give NICE CXone a high rating simply because of how easy their systems are to use. While I do have complaints or gripes about the call evaluation system (Engage), their products enable our call center to function efficiently. I also like that it provides a good experience for our representatives in the sense that it's not hard to use compared to systems that other call centers use.

Reporting Capabilities

I'm giving NICE CXone a high rating on reporting capabilities because of the number of detailed reports that can be run from their product. They have extensive types of reports that can be modified to fit each user's or business' needs. This is better than providing just a cookie-cutter product because not every business is always going to be the same.

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?

Yes

Other Software Used

Microsoft 365 (formerly Office 365), Microsoft Teams, Microsoft Power Automate (formerly microsoft flow)

Likelihood to Recommend

NICE CXone is great for any organization that handles a lot of phone calls. The technology is super easy to use and it's hard to mess up things like transferring callers. From working in other call centers that had the old desk phones, NICE CXone was a breath of fresh air at the call center I'm at now. Their technology made call handling much easier.

NICE CXone Review

Overall Satisfaction with NICE CXone (formerly NICE inContact)