Item: NiCE CXone
Rating: 9
Author: Verified User

Overall Satisfaction with NICE inContact CXone

Use Cases and Deployment Scope

NICE inContact CXone is being used by our organization for inbound and outbound calls serving end-users with their Tech Support needs. The product integrates nicely for our CRM and other backend tools and has high reliability and good voice quality.

Pros and Cons

Pros

Web browser-based eliminates need for supporting local installations.
Excellent voice quality.
Prompt tech support when needed.
Fully featured VoIP solution for a busy call center environment.

Cons

Latest release had bugs that were not customer call impacting (backend mgt issues).
Outage updates are kicked out promptly but contain little detail. Have to go to the TRUST site and therefore, frankly, an outage lasting an hour clutters teams inbox with a dozen emails providing little to no specifics.
Update the knowledge base of common issues and make it more readily available to individual users (versus support teams having to hunt and send).

Return on Investment

Significantly reduced downtime from prior vendor.
Improved ability to meet SLA for our clients.

Usability

Very easy to train agents on use. Very low "learning curve" involved.

Products Replaced

Yes - Replaced previous VoIP provider. I needed a more reliable platform with better support.

Likelihood to Recommend

Specifically very good for a call center that needs high uptime and easy integration with internal systems and easy customization of call queues and IVR features.

NiCE CXone Feature Ratings

Comments

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Excellent Platform with High Reliability