NICE CXone

Bernard: I'm Bernard, Contact Center as a Service Consultant, and I rate the CXone solution by NICE, a five out of five. For more reviews and information about the NICE CXone, click below. Before using the NICE CXone solution, we were using a Nortel PBX with manual processes and all on-premise type of infrastructure. And it was really time to go to an all cloud-based solution. NICE CXone was the perfect solution because it combined all of the power of the cloud with the contact center services and software that was needed along with integrated workforce management as well. The combination of the two really made it very simple to go from the world of the legacy to the world of the cloud with everything I needed, to have all of the solutions ready for clients and have it up and running very quickly. Getting started with NICE CXone is really quite easy. First of all, their team is terrific in terms of providing guidance and support during the process. By migrating the workflows in the legacy systems, you can replicate the overall call logic, and similarly, you can take the information and databases and import that into the CRM based capabilities, all resulting in a very fast transition to a cloud solution that allows agents to have immediate access to records and have the right number of agents available at all times. For anyone considering a cloud-based contact center solution, it's really quite an interesting way to evaluate the problem. The first thing you want to do is to look at how do you want to go to cloud for either a contact center only solution or a contact center and unified communication solution. Now, if you're looking for a combination of both, you may want to consider something like a RingCentral or 8x8 solution. But if you have your strategy for unified communications or unified communications as a service already in play and want to focus on the contact center world, then the NICE inContact solution provides a tremendous overlay and can definitely give you the best of both worlds, a UC solution, and in this case, a cloud-based contact center solution. If you're looking for something even larger, you might want to consider something from Five9, or maybe look at some of the solutions from Avaya as well. But for the most part, if you're a mid-size business, the NICE CXone is a tremendous solution, especially because of the integration with the workforce management. You'll have the right number of agents serving customers, and it'll ultimately lead to a tremendous service for your customers.