Nice to give you a review
June 02, 2021

Nice to give you a review

Sharon LaRue | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE CXone (formerly NICE inContact)

We use it for incoming phone calls.
  • Routes calls evenly amongst 10 team members
  • Easy Reporting Access
  • Details total numbers
  • Perhaps being able to Put phones in meeting mode at one page rather than having to pull up a new page.
  • Having all access at one screen.
I think there is room for improvement. For instance, having access to do anything in one dashboard.
Reporting is a requirement in a call center.
In our department where work needs to be divided evenly, this program routes calls on a rotation basis so that all work is distributed evenly.

NICE CXone Feature Ratings

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