Item: NICE CXone
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

We are using it in a number of departments to really help us connect with and understand our customer's voices, needs, and future wants. In today's market, any insight you can learn about how to better react and treat your customer base the better off you will be in the long run and we find this valuable as an organization.

Pros and Cons

Ease of use.
Dependable platform.
Great insights.

Lack of customization across different departments within the organization.
Hard to integrate with all tools within our department.

Return on Investment

Our department has seen productivity gains.

Customization

Data is always king when running a department. But the data is only useful if it is pertinent and accurate. We feel we are able to customize the data we need to feel both requirements pertinent and accurate. It has helped us see gaps in reporting and find new ways to improve.

Usability

Overall it is a good product. Not fully what we need but no product really is.

Reporting Capabilities

We like the ability to customize reports per team or department, but we are sometimes looking for very specific data that is hard to find in any platform that we do not build ourselves.

Products Replaced

Not Sure

Other Software Used

Talkdesk, Zendesk, Paylocity

Likelihood to Recommend

I would recommend CX-One when you have any type of customer-facing experience-driven product where gaining insights and having that touchpoint would be valuable. If you are not customer-facing you can find other platforms that may be better suited for your department needs. But when it comes to customer experience CX-One is very valuable.

Overall it is pretty dang good!

Overall Satisfaction with NICE inContact CXone