Item: NICE CXone
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

The NICE tool we use for communication within the organization including the IT related support, configuration on NICE tool. Our whole organization is using NICE tool in various departments for various on call support or communication. Previously we were using the hard phone AVAYA but as this global pandemic everyone is working remotely from home this is really challenging for organizations to provide the phone to each and every one and the setup cost is more so this tool is helping very much for all of us.

Pros and Cons

Efficient.
Small floating GUI, we can drag and drop all over the apps.
Easy to use and very much user friendly.

The design.
It should not get overlapped by other apps.

Return on Investment

This tool is very helpful for communication all over world.
Staying connected everyone.

Customization

The NICE administration is very easy. They can check the agent's status and hear the conversation which is going on live. Also an administrator has the rights to force logout anyone if some issues going on like session is stuck.

Usability

The tool is very much easy to understand. The GUI is very simple to understand.

Reporting Capabilities

Not applicable for us.

Products Replaced

Yes - AVAYA, CISCO IP Phone

Other Software Used

Microsoft Azure Active Directory, 8x8 X Series (Formerly Virtual Office), Microsoft 365 (formerly Office 365)

Likelihood to Recommend

So, we are using NICE to handle all customers' IT related queries. When we hit call it already punch the username so it's easy to get the user's information before picking up call. This is time efficient. We can see the call waiting and what call is regarding which query. As we are in inbound procedure I cannot say it is less appropriate in any way for us.

This tool is very much user friendly, easy to use, fulfilling the purpose remotely, replaced hardware phones!

Overall Satisfaction with NICE inContact CXone