Very good experience
August 10, 2023

Very good experience

Tomáš Sova | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE CXone

We implement Nice CXone C4M solution couple years ago for social media communication. We implement our social media profiles to one tool where we can solve every customer task, we can manage our job or colleagues job, we can report it in real time.

Pros

  • Great UX
  • Very fast and proactive customer support
  • Multichannel solution

Cons

  • There can be changes in interface of the app, however it's still very good
  • I would appreciete detailed web page with all necessary information, but when I need anything, the customer support is very quick and provide all the information
  • Hardly to find any other :)
  • The solution does our work more effective and we would spend a weeks to do it without solution like this.
The NICE CXone provied us a great flexibility to customize our software. We can customize also queue routing, everything around our agents (employees), you can real time see all necessary reporting, you can use multiple filters that you can sort from date, channels, agents, time and so on. Also you can create soft reports for you employes and you can decide whether you provide full report or just a piece of it.
You can see my previous answers that explain the overall usability.
I have already answered it in previvous question. However NICE CXone is providing huge amount of reporting dashboards. You can see what are doing your employees, how are they doing, KPIs and customize it for your use. And of course you can see it in real time, wich is the most important.

Your reports can be exported to multiple formats.
Not Sure

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

As I previous wrote, we are very happy with the solution that Nice CXone is providing to us. We use Brand Embasy. It is tool for social media care. We cooperate together more than 5 years and I have to admit that we have not find any better solution for our job, as we every year do our researches on market.

NICE CXone Feature Ratings

10.0
Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
REST APIs
10
Call scripts
10
Call tracking
10
Multichannel integration
10
CRM software integration
10
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
10
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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