Fair for the price but could be easier to use.
January 09, 2025

Fair for the price but could be easier to use.

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE CXone

We use NICE CXone to communicate with our customers via phone. The platform offers in-depth reporting features to ensure we stay on track with our KPIs and an excellent quality monitoring program to deliver a best-in-class experience with every call. We love the ability to score a call and send it back to the rep with notes and feedback, and we appreciate the visibility of the rep's feedback. NICE CXone also makes it easy to make scheduling changes to our phone hours to support our customers differently if needed.

Pros

  • Reporting
  • Quality Monitoring.
  • Scheduling unit.
  • Support

Cons

  • Written SOP's for WFM/QM.
  • Data between reports changes even though we're measuring the same thing.
  • WFM and net staffing bar have allowed us to see hour by hour if we are over or under-staffed. This keeps us on track with our SLAs.
  • The ability to evaluate calls and have the reps review the evaluations has been a crucial part of keeping our KPI where it needs to be.
The lack of written SOPs makes some features (WFM / Performance management) very difficult to use. The training provided by NICE is extensive, but it's hard to remember everything shared in the hour. We spend so much time on the platform just trying to figure out how to use the features; it would be much easier with written instructions and screenshots.
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

Scheduling and setting hours is easy. Workforce Management is a great tool to have since it integrates with our other CRM software. I love that the team gets notifications when I change their schedule, and there's reporting based on the schedule built. The performance management features (evaluations and the ability to see if the team has read their evaluation) are also beneficial. Where I struggle with Nice is the reporting. The data changes between reports even though we are measuring the same item.

NiCE CXone Feature Ratings

8.1
Agent dashboard
3
Validate callers
8
Outbound response
10
Call forwarding
Not Rated
Click-to-call (CTC)
10
Warm transfer
8
Interactive voice response
10
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
8
Multichannel integration
Not Rated
CRM software integration
8
6.2
Inbound call routing
6
Omnichannel inbound routing
Not Rated
Recording
6
Quality management
7
Call analytics
6
Historical reporting
6
Live reporting
Not Rated
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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