Great product with great features
November 17, 2023

Great product with great features

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE CXone

My organization uses NICE CXone for our sales and support agents. I lead a highly escalated customer support team and my agents need to be able to quickly answer calls and have clear connections in order to understand customer concerns. We often need to place customers on hold and make other calls on their behalf while still being able to check in with our customer. NICECXone has been very useful with our day to day case load.

Pros

  • Clear connections
  • Easy to use interface
  • Easy access to data

Cons

  • Better options for agents to view their own data
  • Keep agent leg connected
  • More search options to find interactions
  • Clear communication with customers
  • Easily transfer calls
  • Recorded calls and data
I'm always able to locate the data and information I am searching for when I need to pull interactions for review. Making/receiving/transferring calls has always been very easy to do as well.
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?

I wasn't involved with the selection/purchase process

Did implementation of NiCE CXone go as expected?

Yes

Would you buy NiCE CXone again?

Yes

I've
really appreciated the tools offered to us by NICE CXone. I particularly like the features that allow me to listen in on my agents' calls and assist them in real time. We take highly escalated customer support calls, so I need to know what is happening quickly and be able to help my agents respond.

NiCE CXone Feature Ratings

9.6
Agent dashboard
10
Validate callers
8
Outbound response
10
Call forwarding
9
Click-to-call (CTC)
9
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
10
Multichannel integration
Not Rated
CRM software integration
Not Rated
9.4
Inbound call routing
9
Omnichannel inbound routing
9
Recording
9
Quality management
9
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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