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my experience with a new unified tool
Updated December 13, 2021

my experience with a new unified tool

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

Overall Satisfaction with NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) is being used throughout the organization as the telephone service, snack breaks, monitoring calls, and work schedules. We started using it about 1 month ago. NICE CXone (formerly NICE inContact) replaced other tools we used, such as aspect softphone, verisys, and Avaya.
  • The tool is extremely dynamic as it replaced more than 5 tools
  • The tool is extremely fast, never crashed or lost connection
  • The tool is extremely simple to use, not requiring more complex training outside my desk
  • The tool could improve the layout by putting more color options
  • The tool could decrease its size to let it take up less space on the computer screen
  • In the case of my company, NICE CXone (formerly NICE inContact) replaced more than 5 different tools (Avaya, verisys, aspect, and others) so you hear a decrease in expenses.
  • In addition to investing in a unified tool is the best for employees, as it now uses only one access (user) to carry out various activities.
I'm not as knowledgeable about reporting, only my superiors, but they reported that it's simple to extract team results and unify them.
It's amazing the fact that I only have one user and I can see all my results, scales, and breaks in just one tool, it simplified my everyday activities
It's very easy to use all the tools that NICE CXone (formerly NICE inContact) has. I don't have a lot of [issues with] it and I can use it smoothly.
Yes - Because we have to use more than one tool at the same time and have multiple accesses, now we only use one and only one access.

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?

I wasn't involved with the implementation phase

Would you buy NICE CXone again?

Yes

NICE CXone (formerly NICE inContact) would be suitable for call center companies as it would have more than one functionality, in addition to the simplicity of its use. I don't believe that an administrative area takes advantage of 100% of what the tool has to offer, as they have different tasks than a call center area.

NICE CXone Feature Ratings

10.0
Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
REST APIs
10
Call scripts
10
Call tracking
10
Multichannel integration
10
CRM software integration
10
10.0
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
10
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Evaluating NICE CXone (formerly NICE inContact) and Competitors

  • Product Usability
  • Product Reputation
  • Prior Experience with the Product
I've used several tools, but none were unified and easy like NICE CXone (formerly NICE inContact).
I would explore more of the tool to be able to evaluate it with more criteria and knowledge about it.