NICE CXone Workforce Optimization Pro Reviews

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Real User
Customer Service Manager at a Consumer Goods with 51-200 employees
Mar 19 2020

What is most valuable?

I have found the ease of use of the ACD to be most valuable along with the inView dashboard. It is so easy to manage your own call routing without needing to be a… more»

How has it helped my organization?

NICE CXone has had a HUGE impact on our contact center. It took us from a place where we had no visualize on contact volumes, handle times, ASA, etc. to a place where we… more»

What needs improvement?

I would like to see inView be a built-in feature of CXone rather than a separate platform, but everything else is terrific. The ACD/QM reporting and the dashboards inside… more»

What's my experience with pricing, setup cost, and licensing?

Make a list of what you are looking for in a system. Pick 3 or 4 features that are an absolute must-have. Then build a comparison chart to fill out while you are having… more»

Which solution did I use previously and why did I switch?

We previously used a very basic version of Mitel. It was not their CCaaS, just basically a phone hunt group. Calls would round-robin until somebody picked it up, sometimes… more»

What other advice do I have?

We have absolutely loved this platform. The implementation team was awesome and the ongoing service and support is phenomenal. I can look in the knowledge base for answers… more»

Which other solutions did I evaluate?

Yes, we evaluated Mitel, Genesys, Aspect, Zentalk.
Real User
Service Level Supervisor at a comms service provider with 51-200 employees
Mar 26 2020

What is most valuable?

The dashboard: It can keep an eye on more then one thing at once, which makes my job a little less stressful. I have many sections open everyday: Agent List, Call/Contact… more»

How has it helped my organization?

It's easier as a supervisor to do your job more efficiently. You can have multiple things open at once to watch everything, being able to take one look at a page and see… more»

What needs improvement?

I have noticed that occasionally the dashboard will freeze and some things may get stuck for a while. For example, if I have a dashboard open that shows how many calls are… more»

What's my experience with pricing, setup cost, and licensing?

This is not something that I take care of for my company.

Which solution did I use previously and why did I switch?

I have not used another platform.

What other advice do I have?

If you are wondering if you or your company should use NICE inContact, I would suggest reaching out to them and asking for a demonstration. Totally worth it! It is super… more»

Which other solutions did I evaluate?

I was not in charge of making the switch. My company started using NICE inContact before i started working here.

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User Assessments By Topic About NICE CXone Workforce Optimization Pro

NICE CXone Workforce Optimization Pro Questions

What is NICE CXone Workforce Optimization Pro?

CXone Workforce Optimization unlocks the potential of your team by inspiring employees' self-improvement, amplifying quality management efforts to enhance the customer experience, and reducing labor waste. Our patented technology provides the industry's most accurate forecasts, helps foster employee ownership & accountability, and is fully integrated with NICE inContact CXone.

Also known as
NICE InContact CXone, NICE CXOne WFO Pro, CXone Workforce Optimization, inContact Workforce Optimization, CallCopy cc: Discover, cc: Discover, VPI Empower
NICE CXone Workforce Optimization Pro customers

Avaya, Cisco, Depaul University, Shoretel, Stellarone Bank