NICE CXone is an outstanding application!
September 30, 2024

NICE CXone is an outstanding application!

Monica Fornash | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE CXone

We use NICE CXone as our telephony system to route calls to our 211 Helpline to agents who can provide information to the caller regarding resources for a need. What we love about NICE is the flexible routing schema and the ability to monitor real time KPIs and agents real time through its robust reporting capabilities. Our old system did not provide these things. Future plans are to integrate NICE with our resource database system and also look at implementing AI.

Pros

  • Real time call monitoring
  • In depth reporting
  • Customer support
  • Flexible call routing
  • Quality control

Cons

  • The user interface is a little confusing
  • Clearer report creation
  • 100% improved visibility into call metrics
  • Ease of modifying call routing
  • More efficient use of our limited agent resources
It is much more easy and friendly to use than our previous system. The reporting is more robust and the metrics more extensive. The routing is better and changes are easy to implement. NICE also assigns a CSR who is always ready to help with any issues.
Yes - Cincinnati Bell Telephone System - replaced because it was 1) expensive, 2) changes were difficult to coordinate with the vendor 3) limited historical information was available and 4) very limited reporting capabilities

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 is well suited for those with complex call routing schemas and robust reporting needs. Tools like QA and WFM are added benefits. However, if you have a small agent base WFM may not be appropriate.

NiCE CXone Feature Ratings

10.0
Agent dashboard
10
Outbound response
10
Call forwarding
10
Warm transfer
10
Interactive voice response
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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