WFM
September 27, 2024

WFM

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

Overall Satisfaction with NICE CXone

We use CXone as our Customer Service phone system and utilize it for analytics and live monitoring.

Pros

  • Live Call Monitoring
  • Dashboard Creation
  • Skill Changes

Cons

  • Audio connection issues in CXone Agent
  • More robust reporting data
  • Customizability with Dashboard and within Performance Manager (e.g., calculatable fields)
  • Live Call Monitoring
  • Live Agent State Monitoring
  • Real Time Reporting
Overall usability is good but suffers from web-based latency issues at times and could benefit from minor navigational approvements between pages.
Yes - Genesys due to our contract coming to an end

Do you think NiCE CXone delivers good value for the price?

Not sure

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

Multiple platforms that suit many needs but web-based soft phone introduces web-based issues.

NiCE CXone Feature Ratings

6.2
Agent dashboard
8
Validate callers
8
Outbound response
7
Call forwarding
5
Click-to-call (CTC)
5
Warm transfer
8
Predictive dialing
5
Interactive voice response
6
REST APIs
6
Call scripts
5
Call tracking
5
Multichannel integration
7
CRM software integration
6
6.9
Inbound call routing
8
Omnichannel inbound routing
8
Recording
6
Quality management
7
Call analytics
8
Historical reporting
5
Live reporting
7
Customer surveys
7
Customer interaction analytics
6
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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