Item: NICE CXone
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

We integrate NICE inContact CXone with our UCaaS platform for key groups to provide robust omnichannel solutions with global telephony. It provides a best of both worlds solution, since a one size fits all approach rarely works in the enterprise. The MAX platform allows agents to take all of the powerful capabilities from the inContact platform and combine it with existing global telephony or UCaaS platforms.

Pros and Cons

Integrate with UCaaS
Ease of use day to day
Ease of training new users
Omnichannel capabilities

Studio needs to be put in the web browser instead of being a local Windows app
Native integration with UCaaS tools via CTI
Scalable windows

Return on Investment

Positive impact on integrating with Fuze UCaaS platform
Value add for sales cycles
Partnership with common tech platforms like Salesforce

Customization

No customization

Usability

NICE inContact CXone is easy to use in most ways. The interface is intuitive and modern, however, some improvements could be made to the MAX window to allow better scaling with high-resolution monitors. The ability to customize the layout would further improve the overall usability and allow broader application.

Reporting Capabilities

I do not use the reporting aspect of the platform but it appears to be very robust and comprehensive.

Products Replaced

Other Software Used

Fuze, Salesforce CMS, LinkedIn Sales Navigator

Likelihood to Recommend

NICE inContact CXone is a best-of-breed solution that can integrate with the best enterprise UCaaS solutions. This allows an organization to maintain existing communications platforms across all user groups but add robust, powerful contact center capabilities to the users who need those functions within the nature of their roles and responsibilities.

Best-of-breed contact center

Overall Satisfaction with NICE inContact CXone