Item: NICE CXone
Rating: 8
Author: Thiago Mariano Pereira

Use Cases and Deployment Scope

We resell CXone to our customers (Telcos, Retail, Financial, etc), and also give support on the platform. The system allows companies from different sizes and needs to migrate your contact center to the cloud, with omnichannel routing, analytics, workforce management etc. As a consultant, we focus to help do customer to extract the best information on the reports and how to give the best customer experience.

Pros and Cons

Omnichannel routing.
Ease of integration.
Friendly UI.

Connectivity options (Brazil).
VDI environment.
Recording multi tenancy.

Return on Investment

Autonomy on creating scripts.
Work from home.
Ease of integrations.

Customization

It is very easy to create a custom report in the system, with all the columns available and possibility to integrate with other systems.

Usability

It is really simple to use, only browser based with nothing installed.

Reporting Capabilities

Great options to customize reports. The IVR reports could be better.

Products Replaced

Yes - Five9

Other Software Used

NICE Engage Platform, Slack, NICE Nexidia Analytics

Likelihood to Recommend

It is great for companies of all sizes, with all of the tools needed for contact center (channels, wfm, etc).
It is not so good with customers that do not work with SIP with their carriers, or if they need to work on a complex VDI environment.

CXone

Overall Satisfaction with NICE inContact CXone