NICE inContact CXone Reviews

27 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 7.8 out of 101

Do you work for this company?

Overall Rating

Reviewer's Company Size

Last Updated

By Topic

Industry

Department

Experience

Job Type

Role

Filtered By:

Reviews (1-8 of 8)

Justin Sarni profile photo
Score 7 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Renew

8
We will most likely renew our use of Attensity because of our history with them. Overall it has been a good relationship, however we do feel as if we could be getting more value. A big initiative of mine this year is to start getting as much value out of the product as I possibly can.
Read Justin Sarni's full review
Alan Bainbridge profile photo
Score 9 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Renew

5
In my current job we do not use Attensity. I work as an HR analyst we have all/most of the data we need as structured data. We have very little unstructured data. It would not be a good fit for our team.
Read Alan Bainbridge's full review
No photo available
Score 7 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Renew

9
Attensity is pretty good at creating barriers to exit with their tool. It takes quite a bit of staging and preparation to setup the API connection between it's tool and your current tools that bring in the customer sentiment. That being said, once its all automated it is quite convenient to have auto-populated reports showing how customers feel about your brand. This was the primary reason to renew the contract.
Read this authenticated review
No photo available
Score 3 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Renew

3
I gave this rating, because overall Attensity did not make the process of responding to a very engaged audience easier. The reason that we started using the tool was because we wanted to find a way to better manage the high volume of posts that were coming in, but in the end the tool actually ended up slowing us down. The biggest shortcoming for me was the fact that the tool was incredibly slow. The time that it would take to open a post, view the consumers ticket history, go look at the post natively, and finally respond or delete ended up taking longer than actually monitoring natively on Facebook or Twitter. Ultimately there were just too many issues with Attensity, and our team could not afford to waste the time it took to work with Attensity anymore.
Read this authenticated review

Feature Scorecard Summary

Agent dashboard (4)
8.5
Validate callers (3)
7.7
Outbound response (3)
7.3
Call forwarding (3)
9.0
Click-to-call (CTC) (2)
7.0
Warm transfer (3)
9.0
Predictive dialing (2)
6.5
Interactive voice response (2)
9.5
REST APIs (2)
9.5
Call scripts (2)
8.5
Call tracking (4)
9.0
Multichannel integration (2)
7.5
CRM software integration (2)
9.0
Inbound call routing (4)
9.0
Omnichannel inbound routing (3)
8.3
Recording (4)
7.1
Quality management (4)
6.6
Call analytics (4)
7.5
Historical reporting (4)
7.5
Live reporting (4)
7.3
Customer surveys (3)
9.0
Customer interaction analytics (2)
7.5

About NICE inContact CXone

NICE inContact offers a complete cloud contact center solution in the NICE inContact CXone platform (formerly inContact Cloud Contact Center), designed to help organizations around the world improve their customer experience with a unified suite of omnichannel routing, workforce optimization, analytics, and voice as a service – delivered on an enterprise-grade open cloud platform.

NICE inContact CXone Features

Has featureAutomatic Call Distribution (ACD)
Has featureInteractive Voice Response (IVR)
Has featureAnalytics & Reporting
Has featureOpen Cloud Platform
Has featureOmnichannel Routing
Has featureVoice as a Service
Has featurePredictive Dialer

NICE inContact CXone Competitors

NICE inContact CXone Technical Details

Operating Systems: Unspecified
Mobile Application:No