CXone a very useful tool to increase Customer Satisfaction
August 16, 2023

CXone a very useful tool to increase Customer Satisfaction

Ambrielle Palmore | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE CXone

CXOne has increased our call center KPI's and has helped to increase our Customer Satisfaction Scores. It has allowed us to better manage our Quality scores. CXone has also allowed us to better monitor our agents as they work daily. We often use the Analytic portion to track call trends.

Pros

  • Helps raise KPIs
  • Helps coach agents

Cons

  • Quality coaching could be easier to utilize
  • CXone has helped to increase our call center service levels
Very easy to use!
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

CXone is a great tool to implement in call centers as it helps ensure agents are providing a positive customer experience.

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
Not Rated
Call scripts
Not Rated
Call tracking
10
Multichannel integration
10
CRM software integration
10
9.3
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
6
Call analytics
8
Historical reporting
10
Live reporting
10
Customer surveys
Not Rated
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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