Item: NICE CXone
Rating: 10
Author: Rey Garcia

Use Cases and Deployment Scope

It is being used by the sales department, customer service department, and other departments within the company.

Pros and Cons

Interface is presentable
Easy to use

I think additional statuses should be added.
Instead of clicking NEW to make a call, it should be labelled as a phone logo instead.

Return on Investment

NICE inContact CXone has given the company the ability to switch away from using Hard Phones.

The company has customized the platform to ensure that we provide superior customer service to our Barrister clients. The impact of this is critical because as we were advised to work from home, and we were still able to continuously connect with our customers.

Usability

The interface is not difficult to understand. It is easy to use and I like the integration of it with Outlook.

Reporting Capabilities

There is still room for improvement. It takes time to interpret the data collected.

Products Replaced

Yes - Avaya hard phone.

I think we replaced it because our business partners from the United States are using this platform.

Other Software Used

DPS Outlook Office, 1CRM, Teams Manager for Microsoft Teams

Likelihood to Recommend

NICE inContact CXone is well suited to those people, like me, who are now working from home. Instead of taking home the hard phone (Avaya), we now have the convenience of calling our clients through this application.

NICE inContact--so NICE!

Overall Satisfaction with NICE inContact CXone