NICE CXone (formerly NICE inContact) is Awesome
June 04, 2021

NICE CXone (formerly NICE inContact) is Awesome

Christina Hall | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE CXone (formerly NICE inContact)

A few years ago WOW updated our systems and now most everyone in the company that I work closely with use NICE CXone (formerly NICE inContact). NICE CXone (formerly NICE inContact) helps to have all department contacts in one place. [It's] a digital phonebook for our company.

Pros

  • Digital Phonebook, all numbers are in one place, just type in name
  • Call volume control. U can see all the kinds of calls in the [queue]
  • Great call quality
  • Compatible with most wireless headsets

Cons

  • Clearing line 1 if the call drops while on a 3 way call
  • A good one.. it seem we have made lots of progress
NICE CXone (formerly NICE inContact) is better than the older system we had before.
Yes - Avia
I think that NICE CXone (formerly NICE inContact) is great for what my company is using it for.

NiCE CXone Mpower Feature Ratings

7.6
Agent dashboard
5
Validate callers
10
Outbound response
6
Call forwarding
10
Click-to-call (CTC)
6
Warm transfer
10
Predictive dialing
6
10.0
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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