Item: NICE CXone
Rating: 7
Author: Verified User

Use Cases and Deployment Scope

It's mainly being used by our Customer Service team as a contact centre solution. It addresses the problem we had with our previous telephony system which was a more in-depth, advanced call routing ACD functionality along with extras such as WFM.

Pros and Cons

Workforce management.
Call quality.
Nice studio design to implement advanced changes.

Quality management interface is extremely outdated and needs to be reworked.
Subject matter experts should also be in the UK.
Project add-ons such as WFM, QM take too long and need to be streamlined. Maybe have a base config ready to go and then build on it.

Return on Investment

Positive impact in regards to ACD.
Negative is the complexity and age of some of the technologies.
QM uses XBAP and Internet Explorer, and the reliance on customers allowing a potentially insecure language that has not been updated in 10 years onto their network.

Customization

We had to pay extra for the NICE studio training and since have customized pretty much all call flows to our needs - the flexibility is good but comes at a heavy price.

Usability

It's good but I think the UI could do with a refresh.

Reporting Capabilities

I don't use it but from feedback it's okay but the interface isn't great.

Products Replaced

Yes - Talkdesk

Other Software Used

Slack, Zendesk, Zoom, Zoom Phone

Likelihood to Recommend

Well suited within our customer service team who need to collaborate and integrate with our CRM system.

Less appropriate with the add ons such as QM as the interface is very clunky and regularly stops working and crashes. We generally tend to now not use this as we waste too much time on it.

NICE inContact

Overall Satisfaction with NICE inContact CXone