NICE CXone - A good value for the small to mid-sized call center environment
December 09, 2021
NICE CXone - A good value for the small to mid-sized call center environment
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with NICE CXone (formerly NICE inContact)
NICE CXOne is used primarily in our customer success center for tracking inbound support requests from our user community. It is the single platform for omnichannel interactions. We use its reporting functionality to train and mentor support associates using the call recording features. Also, use it to track service level metrics.
- Dashboard view for overall visibility of the situation.
- Call routing metrics.
- Call recording and playback for coaching.
- Reporting is somewhat clunky as I have found it difficult to develop custom reports.
- Call recording retrieval is a multi-step process.
- Salesforce connector has not been 100% reliable but has improved over time.
- Integrated omnichannel into a single piece of software.
- Provided a reliable platform for a remote workforce.
- Given us the ability to monitor reps in real time and for post call analysis.
- Given us the ability to track several key performance metrics, most notably service level across multiple departments and skillsets.
- Easily able to move representatives between different skill groups to meet changing business needs.
We have not utilized the personalized call scripts. We have used the customized reporting functionality extensively to create reporting for our specific needs. I have found the reporting to be moderately difficult to work with but with the assistance of our super-users, have been able to get what I need. There has not been the desired piece of reportable data that I have not been able to track.
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?
Yes
Would you buy NICE CXone again?
Yes