Item: NICE CXone
Rating: 10
Author: Luis Arguelles

Use Cases and Deployment Scope

We use NICE for scheduling and for our phone system and all of its features. It is currently being used by our Level 1 support team and for the team leads. It has helped with keeping a better connection to the phone system without having to constantly be connected to a VPN.

Pros and Cons

Simple user interface compared to other programs
Connection is very stable
Make tasks and organizing a lot easier within the program

Setting a time for a commitment was confusing to use.
Unable to accept calls sometimes, even when connected to the internet
Smaller window to answer calls easier

Customization

This is what makes NICE better than the previous phone program that we were using. The customization is so simple to set up and/or to request. It looks like Trimble has set everyone to be using the same program other than the team leads who have a little more access than level 1 support.

Usability

The overall usability has been a great experience. It is very simple to use, anyone new to it can understand to use it within a week of using NICE. As stated before, it's nearly perfect and if there are more features that can be added to it, then I don't know what else to say since it is working fantastic at the moment.

Reporting Capabilities

I haven't used any of the reporting, which could be due to the fact that I am only on level 1 support. I am not entirely sure if it is different for level 2 support. But the real-time dashboards are a neat feature. I can check it anytime when working or on a call.

Products Replaced

Yes - I think it replaced the SIP phone. There were connection issues to it having to be connected to the VPN all the time. Ever since switching to NICE that has improved drastically. Since we switched over I have never had an issue. The only real issue I had was when I would connect from my home's internet.

Other Software Used

Slack, Oracle Access Management, NetSuite SuiteBilling

Likelihood to Recommend

NICE inContact CXone is definitely a program that can eventually lead to many companies using it. It is nearly perfect with all of its features and its user interface. I like the fact that it is a web-based program, which makes it easier to use anywhere you go without having to bring all of your work equipment.

My NICE inContact CXone Review

Overall Satisfaction with NICE inContact CXone