NICE is a great Cloud-Based Call Center Platform
December 31, 2024

NICE is a great Cloud-Based Call Center Platform

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

Overall Satisfaction with NICE CXone

Migrated from Cisco-based Call Center to NICE CXone, allowing for a complete cloud-based solution, two-years ago. The on-premise Cisco hardware was ageing and a cloud solution allowed to modernize Call Center operations and remove physical phones from Call Center Operators. We are completing the complete PORT from Ring Central Telephone Numbers to NICE as a vote of confidence on the NICE platform.

Pros

  • Technical support on PORT OUT request
  • Single billing versus multiple accounts
  • Single-pane of Glass Dashboard
  • Easy on-boarding / training of new CSR personnel

Cons

  • The Scripting feature is tedious but doable
  • More features on the Dashboard
  • We sved OpEx dollars when porting from POTS to cloud calling
  • We save OpEx on removal of Cisco phones
  • We saved on CapEx cost for renewal of Cisco software and hardware
Excellent replacement from th Cisco Call Center
Yes - Cisco - Customer Journey Platform (CJP)

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

Using NICE for multiple remote sites to centralize to one Call Center

NiCE CXone Feature Ratings

9.6
Agent dashboard
9
Validate callers
10
Outbound response
10
Call forwarding
9
Click-to-call (CTC)
10
Warm transfer
10
Call scripts
9
Call tracking
10
9.8
Inbound call routing
10
Recording
10
Quality management
9
Call analytics
10
Historical reporting
10
Live reporting
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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