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Thanks for being a NICE partner and offering a great platform!
August 23, 2023

Thanks for being a NICE partner and offering a great platform!

Kamal Juneja | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE CXone

We use NICE CXone (user hub) for ACD/IVR, WFM for productivity, and Quality Central for analytics(recorded data). We migrated our phone system from traditional analog, DTMF (extension-based routing) to digital IVR services via NICE CXone. It has helped us integrate data into/from multiple sources like CRM, Speech, and HR apis. With this migration, our reporting is simplified, agent productivity has increased, and we are working on embedding quality in all customer interactions. Overall NICE CXone has met our needs and also helped us in improving customer satisfaction.
  • Interactive Voice Response
  • Automatic speech recognition
  • Reporting
  • Case Management ( for reported incidents/probems)
  • Time is takes to resolve tier2 type problems
  • Lack of Subject matter experts
We need a dedicated resource who can help us with such demos and improvements for personalization
I think it's an easy-to-use product considering it's on the cloud and requires minimal installation on user machine. and Max agent has improved over time
I don't use reporting that much however, I think API users for reporting aren't perfect yet.
Yes - AVAYA suite

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

I think it's a great contact center product and continuously improving to meet our needs and deliver capabilities like automation and built-in intelligence.

NICE CXone Feature Ratings

7.9
Agent dashboard
8
Warm transfer
6
Interactive voice response
9
REST APIs
8
Call scripts
8
Call tracking
8
Multichannel integration
8
CRM software integration
8
8.4
Inbound call routing
8
Omnichannel inbound routing
8
Recording
10
Quality management
10
Call analytics
8
Historical reporting
8
Live reporting
8
Customer interaction analytics
7
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using NICE CXone

2000 - Agents, Managers, Supervisors, Administrator
1000 - agents answering or placing calls.
  • Call center
  • Reporting
  • Recording
  • Data lake
  • CRM integration
  • Screen pop
  • Menu Options
  • Direct extensions
  • Operator routing
I am not the decision maker

Evaluating NICE CXone and Competitors

  • Cloud Solutions
  • Scalability
All it needs to access Nice CX is the internet, that's brilliant.
not sure.

NICE CXone Support

ProsCons
Immediate help available
Support cares about my success
Slow Resolution
Less knowledgeable
Problems left unsolved
Escalation required
Need to explain problems multiple times
Slow Initial Response
We do have premium support however staff is not well Trained.
During COVID days, Nice offered traditional hard phone phones even though their model is purely softphone centric.
I am happy with the product just need improvement in the way we get support.

Using NICE CXone

ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Convenient
Feel confident using
None
  • User interface
  • Call recordings
  • call scripting
  • Integrations
  • Custom reports