Looking for an ALL IN ONE Contact Center Solution... NICE CXone is your ANSWER
Updated December 17, 2024

Looking for an ALL IN ONE Contact Center Solution... NICE CXone is your ANSWER

Tina Higgins | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE CXone

We currently utilize the NICE CXone suite of services for one of our business units as their CC handling platform. We are currently utilizing Max/Supervisor/Feedback Management/Quality Management/Workforce Management/Contact Engine and soon will be implementing Real Time Interaction Guidance as well as Interaction Analytics. These tools allow us to address many issues we were faced with prior to utilizing, but one of our biggest improvements so far is directly related to the implementation of Contact Engine. Contact Engine not only increases efficiencies by allowing live agents to step away from the 2-way conversation, allowing them to devote attention to escalated Patient/Case Manager and Provided issues.

Pros

  • Communicate
  • Collaborate
  • Elevate
  • Remain on top of industry trends
  • Recommend

Cons

  • I'd like to see the ability to flag/report "phishing/spam" emails
  • More options for pre-built reports
  • Better search functionality
  • NICE CXone has allowed us the ability to, on specific teams, not have to back fill positions due to attrition.
  • NICE CXone has provided us insight into data metrics that we did not have before.
  • NICE CXone provides us with visibility into the productivity of our offshore agents which we did NOT have prior to our partnership.
Super easy to use. So easy, agent training time has been significantly reduced! From a Manager / Leader perspective, very easy to create reports/dashboards, etc.
From an Admin perspective, very easy to conduct, create functionalities w/in the platform.
Yes - - Outlook - No reporting
- SCHEDULING SPREADSHEETS
- Cumbersome and time consuming - So we implemented WFM.
- When we moved from on prem to cloud, we also migrated over to RingCentral who introduced us to NICE CXone. We have since pulled calls out of RingCentral and are now answering them in the NICE CXone platform.
- Ask Nicely - Now using the FM tool. Far better reporting!!!

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

Their email/phone handling platform is extremely EASY to use! Email looks just like Outlook. We do have a program that currently receives orders via email which come into Outlook. The agent doesn't do anything with this email except copy/paste the info from the email into our CRM. They then delete the email. We are moving this team into inContact, however, inContact is a communication platform and not an order taking platform. That being said, in order to be able to report metrics related to these emails, the agents will need to perform an "action". Since they NEVER reply to emails, we are having to have them forward to a non - monitored email box. If the Leadership of this team did not need this reporting, I would have left them in Outlook.

NiCE CXone Feature Ratings

10.0
Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
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
9.6
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
9
Historical reporting
9
Live reporting
9
Customer surveys
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using NICE CXone

160 - Contact Center Agents/Mgmt
Administration
4 - VoIP Admins/Studio Admins/WFM Director
  • Security
  • Contact Routing
  • QM
  • RTIG
  • Analytics
  • Security
  • AI
  • training
No concerns. Impressed with what we have so far

Evaluating NICE CXone and Competitors

  • Cloud Solutions
  • Scalability
  • Integration with Other Systems
  • Ease of Use
Cloud. We needed to move from our on prem solution to the cloud primary from a security standpoint.
Would not rely on a 3rd party or implementation team outside of NICE.

NICE CXone Support

ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Difficult to get immediate help
We did through our 3rd party vendor, not for NICE specifically.
Yes - Yes...once we were able to escalated to NICE
I have to go through a 3rd party vendor to even get to NICE

Comments

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