Item: NICE CXone
Rating: 7
Author: Verified User

Use Cases and Deployment Scope

Having recently moved to Nice in Contact, I am happy to say that it has met all of our needs for Inbound, Outbound Voice, Web Chat, and Email. Our Agents found it very simple and it has a user friendly interface that doesn't require much training to use.

Pros and Cons

Inbound call management
Being able to queue Emails is amazing. Agents don't get to cherry pick emails anymore. Our members have noticed their questions are answered quicker as a result.

I have seen a few instances of calls drooping and its a bit hard to find the logs to troubleshoot.

Return on Investment

As a cloud service primarily supported by staff in America, sometimes it's hard to get speedy support.

Customization

We implemented a after call survey that can be reported on almost live (few seconds) has been a great help to understanding member sentiment.

Usability

The end user interface is very easy to use and doesnt need much training.

Reporting Capabilities

The reports are adequate

Products Replaced

Yes - We moved from on-prem to the cloud and at the time NICE was the best omnichannel option

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

Slido, SolarWinds NetFlow Traffic Analyzer (NTA), Webex Calling, Cisco Meraki MR, Cisco Meraki MS, Cisco AnyConnect, BlueJeans Meetings, Zscaler Internet Access, SAP SuccessFactors, Zoom, NTT Communications Enterprise Cloud, Microsoft Teams

Likelihood to Recommend

Having the ability to queue E-mail and take them out of Outlook, so agents can not cherry pick their emails has been greatly received by our members. Their questions are answered much faster and the agents are learning more as a result. It's a win-win for everyone.

There is a reason they called it NICE

Overall Satisfaction with NICE CXone (formerly NICE inContact)