NICE CXone
January 02, 2025

NICE CXone

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE CXone

We use NICE CXone within our Call Center. I would not say there are a ton of challanges with NICE; overall it is easy to work with and our TAM is great.

Pros

  • Scheduling
  • Ease of taking calls
  • Reporting

Cons

  • Cost
  • Some reports are hard to find
  • WFM more robust (from our current version)
  • Ability to track employees
  • We've been able to lower the number of abandon calls
  • Ability to hold reps more accountable with reporting.
Overall, it's usability is easy. If I've ever hard questions on how to handle something, our TAM [...] has been quick and responsive.
Yes - Mitel - on prem system.

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?

No

Did implementation of NiCE CXone go as expected?

Yes

Would you buy NiCE CXone again?

Yes

Overall, it's a great platform, though the cost seems quite high. All persons we've worked with have been easy to work with. We like the known issues page in the event that they are issues - which is rare.

NiCE CXone Feature Ratings

9.3
Agent dashboard
9
Call forwarding
9
Warm transfer
10
Call scripts
10
Call tracking
10
CRM software integration
8
9.2
Inbound call routing
10
Recording
10
Quality management
10
Historical reporting
8
Live reporting
8
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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