Item: NICE CXone
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

NICE inContact CXone is being used across multiple departments but not all. They use it for the Call Center and analytics, along with call routing to other departments to simplify communications between departments.

So far it has been a helpful integration to the work environment.

Pros and Cons

Simplification
Scalability
Reporting

Return on Investment

Standardized communication between multiple departments
Simplification of call flows
Minimization to 1 product instead of multiple

Customization

I like the ability to customize the reports. I can get the information I need.

Usability

If I was new to this type of interface, I might give it a slightly lower rating, but having already been invested in voice services and analytics I found the interface refreshing and easily navigable.

Reporting Capabilities

The real-time dashboards and customized reporting are the features we appreciate most. I have detailed information on the call statistics for multiple employees and can see where I need to work on employees' understanding and call times.

Products Replaced

Yes - We had an in-house solution that worked but it was not as powerful as NICE inContact.

Likelihood to Recommend

I think based on the criteria, NICE inContact CXone is great for call centers due to its scalability and reporting. The bigger, the better. I do believe this is not for a small business of 20 or fewer employees. It would be too much for them, in my opinion.

My NICE inContact CXone Review

Overall Satisfaction with NICE inContact CXone