Nice CXone Features and Value.
February 20, 2024

Nice CXone Features and Value.

Gary Shadders | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE CXone

CXone's
omnichannel capabilities enable seamless integration of multiple communication
channels, ensuring consistent customer experience across all touchpoints. This
allows us to manage high call volumes effectively while catering to
diverse customer preferences.



Secondly,
CXone's advanced analytics tools provide valuable insights into customer
interactions, agent performance, and operational efficiency. By analyzing data
at scale, we are able to identify trends, anticipate customer needs, and
optimize processes to enhance our Agent and Supervisor/Manager productivity as well as customer satisfaction.

Pros

  • Data and reporting options are numerous.
  • They are constantly advancing their available technologies.
  • The user interface is very intuitive.

Cons

  • Technical Support is lacking in some cases, unable to help in certain scenarios.
  • It is sometimes difficult to get answers in a timely fashion from their back-end teams when needed.
  • CXone's omnichannel capabilities and advanced analytics tools enable streamlined processes, increasing agent productivity and reducing handling times. This efficiency translates into cost savings by minimizing operational expenses and maximizing resource utilization.
  • With comprehensive insights into customer interactions and preferences, companies can deliver personalized experiences, leading to higher customer satisfaction and loyalty. With the Voice of the Customer tool, we are able to measure customer satisfaction and provide these statistics to potential future clients.
  • The cloud-based platform is very scalable, allowing us to quickly make adjustments to existing contact delivery as well as stand up new products in a more timely fashion.
While there is an occasional challenge or question, Nice does its best to answer in a timely fashion so that we can easily utilize the tools we've purchased. The tools are intuitive and functional.

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's
workforce management features enable optimized scheduling, skill-based routing,
and real-time monitoring, ensuring that suitable agents can promptly handle inquiries. This improves first-call resolution rates and
reduces customer wait times, increasing customer loyalty and
retention.



By leveraging NICE CXone, we've been able to streamline operations, improve agent
performance, and deliver exceptional customer experiences at scale. As with almost anything in life, it is not always best to implement or purchase new products as soon as they are released. It has been noted that there may be bugs to be worked out, or a lack of ability to support a new product fully in the beginning has been noticed.

NiCE CXone Feature Ratings

9.4
Agent dashboard
9
Validate callers
9
Outbound response
9
Call forwarding
10
Warm transfer
9
Predictive dialing
9
Interactive voice response
10
REST APIs
10
Call scripts
10
Call tracking
10
Multichannel integration
10
CRM software integration
8
9.7
Inbound call routing
10
Omnichannel inbound routing
10
Recording
7
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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