Item: NiCE CXone
Rating: 8
Author: Verified User

Overall Satisfaction with NICE inContact CXone

Use Cases and Deployment Scope

We use NICE inContact CXone to communicate with our customers. It makes things very easy to manage and track. The tools available make managing multiple lines of business and call types easy and usable for all of our teams. The support available to make things work is the best in the industry.

Pros and Cons

Pros

Managing multiple lines of business
Tracking and reading different types of communication
Scaling for all tools from large to small call types

Cons

Consistency without having to clear cache and cookies every day
Troubleshooting on the front lines for agents
Having a full "reset" option would be nice for when things don't quite work right.

Return on Investment

Wonderful ROI compared to the previous system we used.
Not having to use a hard phone makes the cost well worth it.
Being able to route 40 call types to a few hundred individuals with ease has been paramount in our business's success.

Usability

It's almost perfect. The only issue is that cache/cookies clearing is pretty much the only troubleshooting we have. If there were better error reporting or a "reset" button when we're unable to accept calls, that would be a plus. When it comes to just using the tool, it is very user friendly and easy to train new hires to use.

Products Replaced

Not Sure

Other Software Used

ServiceNow, Salesforce CMS

Likelihood to Recommend

If you're looking for something that can really manage multiple call types, this is it. Working on multiple lines of business is easier with this tool than any others I've used in my 15 years of contact center work. I honestly haven't come across a situation that we couldn't use NICE for.

NiCE CXone Feature Ratings

Comments

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Wonderful tool for any contact center!