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Accessibility in Contact Centers
August 10, 2023

Accessibility in Contact Centers

Dawn Vanderkooi | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE CXone

The majority of our staff use screen reading software and we needed a platform that allowed our staff to use it as any other staff would use. In the past we had to pay for scripts for this functionality, with NICE we are able to work seamlessly. Also, not only is the agent interface accessible, we have visually impaired staff in leadership roles due to the accessibility.
  • Functionality options
  • Upgrades
  • Customer Support
  • User management section of the platform could use some efficiency upgrades
  • Allows us to perform efficiently which makes for shorter handle times allowing for more inbound calls to be handled
During COVID we were able to quickly adjust our IVR and call routing to allow for new contracts and better call flow.
The agent interface and supervisor tools are very user friendly. It's easy to onboard new staff.
I find that most of the out of box reports are sufficient for my reporting needs. The ability to create custom reports is also a great feature and easy to use.
Yes - We previously used AVAYA for our phone system. NICE CXone offers more functionality as well as the accessibility function that we desperately needed.

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?

Yes

Did implementation of NICE CXone go as expected?

Yes

Would you buy NICE CXone again?

Yes

The employees at NICE CXone are great to work with. There is ongoing support meetings with your TAM where you can discuss your needs and seek guidance if you need help with anything. If there is a problem with the functionality they are on top of it sometimes prior to you noticing or reporting the issue. They have great follow up to make sure your issues are resolved. Accessibility for our visually impaired staff is most important to us and NICE CXone hits all the high notes.

NICE CXone Feature Ratings

10.0
Agent dashboard
10
Validate callers
Not Rated
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
Not Rated
Interactive voice response
10
REST APIs
Not Rated
Call scripts
10
Call tracking
10
Multichannel integration
10
CRM software integration
Not Rated
10.0
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
Not Rated
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using NICE CXone

28 - Contact Center agents and management
3 - Our leadership team made up of our Director, Operations Manager and Lead staff. Experience and training is needed to support the platform
  • Accessibility with screen reading software
  • Easy to access call recordings
  • Easy to find a call that may have come into question and report on the details and press path of that call
  • Integration with our texting platform
  • Chat feature
  • dispositions for commercial contracts
  • ads as hold music
We are very happy with NICE CXone and don't see a need to find anything else