It's absolutely NICE!
October 01, 2024

It's absolutely NICE!

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE CXone

NICE CXone is used in my organization to take calls from our external customers for assistance and for internal communication between departments to collab on projects. Being a department lead NICE CXone makes it easy to monitor call volume and hold/wait times. Call quality is also a breeze with built in AI mood detectors to summarize a interaction whether a chat or a call. NICE should be used by all telecommunication companies!!

Pros

  • Organizes everyone's interactions within the platform
  • Shows interactions real time with productivity stats
  • Makes Chat/Call quality a breeze with customizable quality forms
  • Easy to share an interaction within the company for others to review
  • Keeps everyone on track with scheduled lunches/breaks/meetings so you don't have to remember yourself and never miss another event again!

Cons

  • The built in productivity could use some adjustments or possible customization to align with how the company measures productivity/stats
  • Easier navigation for leadership when it comes to accessing reports/dashboards
  • Improved Customer experience
  • Easy employee productivity management
  • Easy employee productivity management
NICE CXone puts everything in one application for you. From agent use to leadership and administrative use. It being flexible and customizable for your business needs makes this an appealing investment to all sized companies in some form of the telecommunication world and even for internal use for even larger companies.
Yes - Our company use to use hardline phones. This worked when we were a smaller company but as we expanded the need for a more reliable form of communication across all markets. Switching to NICE CXone gave us visibility to metrics and productivity which allowed us to retire a lot of our manual reports.

Do you think NiCE CXone delivers good value for the price?

Yes

Are you happy with NiCE CXone's feature set?

Yes

Did NiCE CXone live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of NiCE CXone go as expected?

I wasn't involved with the implementation phase

Would you buy NiCE CXone again?

Yes

I would definitely recommend NICE CXone to small and large telecommunication companies to easily keep track of call volumes/metrics/interactions as it makes it easier to identify strengths and weaknesses. Having easy access makes getting needed information with short notice seamless and a breeze.

NiCE CXone Feature Ratings

8.7
Agent dashboard
9
Validate callers
5
Outbound response
9
Call forwarding
10
Click-to-call (CTC)
9
Warm transfer
10
Predictive dialing
9
Interactive voice response
9
REST APIs
9
Call scripts
9
Call tracking
8
Multichannel integration
8
CRM software integration
9
8.8
Inbound call routing
9
Omnichannel inbound routing
8
Recording
9
Quality management
9
Call analytics
8
Historical reporting
10
Live reporting
9
Customer interaction analytics
8
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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