Item: NICE CXone
Rating: 8
Author: David Rhoden

Use Cases and Deployment Scope

In our company, this is used by most of my co-workers. Those under my group use it daily. It gives us the ability to have an organized platform to handle calls for a help desk.

Pros and Cons

Password resets are quick and easy.
Pretty lightweight interface
Connected calls efficiently.

The website will timeout frequently even while I am using the plugin.
Passwords reset with no warning.
Needs a full dark mode.

Return on Investment

Gave us a clean way to adapt to working from home
Made us able to take calls from several types of systems
It is managed separately from our company, which can go either way.

Customization

I have not done this and cannot comment on this.

Usability

There is always room for improvement. I think the ACD itself can be made more accessible.

Reporting Capabilities

Products Replaced

Not Sure

Likelihood to Recommend

NICE inContact CXone is well suited for any call center function especially right now in the pandemic since it can be easily deployed from home. My group was able to easily adapt to working at home.

Not half bad

Overall Satisfaction with NICE inContact CXone