Item: NICE CXone
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

We use Verizon's InContact to track our incoming calls at our university's enrollment services center. Being able to keep track of how we are helping our students helps us report back to administrators what our needs are.

Pros and Cons

Tracking.
Reporting current data.
In-app transfers.

Current data occasionally glitches and is inaccurate.
Building reports need to be more intuitive.
Transfers could be smoother.

Return on Investment

Ability to have data backups for our needs.

Alternatives Considered

It had the best features for the pricepoint.

Support Rating

Customer service, for the most part, has been pretty helpful, but occasionally they jump to conclusions without letting you finish.

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 slightly more geared towards places with outbound calls, but works fine for our needs of tracking inbound calls only.

Great Product

Overall Satisfaction with NICE inContact CXone