Infinite Reporting & Timely delivery
November 25, 2023

Infinite Reporting & Timely delivery

Kahlan Alexander | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE CXone

We use NICE CXone for scheduling and integrated with Call Center Technologies to leverage in-call metrics. It is also integrated into the CRM for agents to view scheduling with-in Salesforce. It is also used to create metric reports for call center management and agent coaching. NICE CXone provides insights into the call flow of agents, in bound or outbound analysis of agent call volume is helpful when determining what are the agents barriers. The reports are easily expanded to allow for specific information or it can be generalized to get the big picture of the agents performance.

Pros

  • Agent Metric Reporting
  • Time Management
  • Schedule Swapping

Cons

  • Report building Interface
  • Graphic Design
  • Agent Coaching
NICE CXone is a powerful tool that provides the manager key insight into the performance of there frontline worker. It's ease of schedule management and ability to build large reports in short amounts of time is key to providing agents with real time feedback.

Do you think NiCE CXone delivers good value for the price?

Not sure

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

It functions really well for time management and scheduling. The information is easy to update or make changes. When using the Supervisor Console it does have some delay with information updating and it also has a lock mechanism that could use some work. Only 1 supervisor can work on an agents schedule at a time and it prevents any other supervisor from accessing the agents profile until released. That could be improved because if someone forgets to close out the console the agents schedule will remain locked until released. A security measure that could use a work-around.

NiCE CXone Feature Ratings

7.6
Agent dashboard
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
5
REST APIs
3
Call scripts
2
Call tracking
8
Multichannel integration
10
CRM software integration
10
6.0
Inbound call routing
5
Omnichannel inbound routing
5
Recording
Not Rated
Quality management
Not Rated
Call analytics
6
Historical reporting
8
Live reporting
7
Customer surveys
5
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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