Item: NICE CXone
Rating: 1
Author: Verified User

Use Cases and Deployment Scope

We stopped using NICE inContact CXone. It was used primarily by our Reservations department. It was our phone system solution for our contact center. We utilized it for inbound, and outbound calling. Tracking performance and for recording features. It did not solve our business problem of integrating dialogue for the agents with the contacts.

Pros and Cons

I think NICE is designed for much larger companies that have a dedicated team in place to implement the software. In those instances it probably works well.

The softphone feature we used was Maxx and we found it clunky and buggy.
We felt the software was missing ease of use, with no clear way to support agents with dialogue.
The Support desk was terrible and we didn't feel supported at all.

Return on Investment

inContact had a negative impact on our business, we did not see the return on our investment.
Using inContact taught us a lot about the contact center platforms in general, and what we didn't want in the next platform.

Customization

We did customize the software with the help on an outside contractor during our onboarding process, but we were not satisfied with the outcome. We know the software is very robust but a lay person couldn't utilize the features which was frustrating for us. We found the platform difficult to use from an administrative perspective and thought the reporting was inconsistent.

Usability

We felt the platform lacked ease of use and the support was lackluster.

Reporting Capabilities

The software had lots of reporting capabilities right out of the box and there plenty of options to customize reporting; however, we felt the reporting was inconsistent. This may have been a set-up issue on our end, but we found the reports to 'double count'.

Products Replaced

Other Software Used

Asana, FreeAgent, Microsoft 365 Business

Likelihood to Recommend

I believe NICE inContact CXone is probably great for large enterprises with dedicated IT departments that handle the set-up, implementation and actively manage the software. Our company is a start-up with limited resources and we took on a large expense when deciding to go with inContact. We did so thinking we were getting the "best"; however, we found that the support for a small company like ours wasn't there.

NICE inContact CXone - nice for some but not others.

Overall Satisfaction with NICE inContact CXone