NICE CXone - The best decision our company has made
July 15, 2024

NICE CXone - The best decision our company has made

Michael Swanson | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE CXone

We use NICE CXone as our main communication channel with our customers. We use the phones, chat and emails. The platform makes it easy to spin up remote contact centers depending on our needs. It is also easy to use, and easy to train on, which in turn makes our trainers happy.

Pros

  • Intelligent Call Routing
  • Automation
  • Customization

Cons

  • None that we can think of at this time
  • over 90% savings on telecom costs (we had copper running in building)
  • CapEx reduced because nothing is running in house, and no phones needing to be replaced or repaired.
most agents are trained and can take calls within an hour.
Yes - It replaced our Nortel/Avaya Purple on prem system that reached end of life.

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

NICE CXone has a great uptime track record, and a great support staff behind the scenes... to paraphrase Steve Jobs - It just works!

NiCE CXone Feature Ratings

10.0
Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
Not Rated
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
REST APIs
10
Call scripts
10
Call tracking
10
Multichannel integration
10
CRM software integration
10
10.0
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
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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