What do you like best about the product?

We've found the CXone platform to be a good choice for our business. The cloud-based infrastructure is reliable, and it has a plethora of powerful features that help us enhance customer, agent and manager experiences. We appreciate the unified suite of tools, including integrated workforce management, omnichannel capabilities, capable IVR, easy access to call recordings, and fairly robust reporting. The platform is easy to use (intuitive UI), provides several tools for real-time monitoring, agent performance, and our Technical Account Manager is educated and helpful.

What do you dislike about the product?

Custom reports are difficult to configure and the learning curve for IVR Studio scripting is steeper than anticipated.

What problems is the product solving and how is that benefiting you?

NICE CXone is a powerful platform that is helping us provide exceptional customer experiences to our members.