Good Product & Good Experiences.
September 21, 2024

Good Product & Good Experiences.

Anonymous | TrustRadius Reviewer
Score 9 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 currently use the omnichannel features and reporting tools, along with the Workforce Intelligence rules.

Pros

  • NICE team is helpful and responsive.
  • Reporting is easy to access and customizable.
  • Dashboards are customizable.

Cons

  • Reporting is not very easily customized.
  • Good Support Team.
  • Reporting is readily available.
Sometimes, the features are there, but training is needed to use them.
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?

Yes

Did implementation of NiCE CXone go as expected?

Yes

Would you buy NiCE CXone again?

Yes

As an organization, we like the opportunity CXone creates by using multiple solutions to improve the call center within the same Vendor.

NiCE CXone Feature Ratings

10.0
Agent dashboard
Not Rated
Validate callers
10
Outbound response
Not Rated
Call forwarding
Not Rated
Click-to-call (CTC)
Not Rated
Warm transfer
Not Rated
Predictive dialing
Not Rated
Interactive voice response
Not Rated
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
Not Rated
Multichannel integration
10
CRM software integration
Not Rated
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
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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