A system that stands out
June 04, 2021

A system that stands out

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

Overall Satisfaction with NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) [is] being used as a phone solution for incoming and outcoming calls for agents working from home, addressing the costs of phone lines, and items, it also helps to monitor your activity and productivity for both you as an agent and the company managers, I have never had issues so far with the software.

Pros

  • No delays
  • Multioption
  • Detailed activity and productivity

Cons

  • In browser does not accept firefox
  • There is no app we can use
  • Reduced costs
  • Low data used
I loved this system since the first day.
NICE CXone (formerly NICE inContact) helps you work through a call load with very detailed productivity and time management statistics, taking into account breaks, coaching, briefings, lunch, and whatever your company sets as per the company's time management.

You can see up to 7 days of productivity and stats at least on my company, and daily stats within the last 7 days along with a searcher which you can then add since the beginning of the times!

NiCE CXone Mpower Feature Ratings

9.5
Agent dashboard
9
Validate callers
10
Outbound response
8
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
Not Rated
Interactive voice response
9
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
10
Multichannel integration
Not Rated
CRM software integration
Not Rated
9.6
Inbound call routing
10
Omnichannel inbound routing
Not Rated
Recording
Not Rated
Quality management
10
Call analytics
10
Historical reporting
9
Live reporting
9
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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