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In my opinion...
June 03, 2021

In my opinion...

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) is being used to manage outbound and inbound calls for a campaign to generate sales with one part of the business. The product is also used to manage and make contact with customers and to log sales.
  • Manage customer contacts
  • Log sales activity
  • Manage next customer contact
  • Callback function does not work always
  • Increased sales
  • KPI indicators
  • Increased efficiency
n/a
NICE CXone (formerly NICE inContact) is easy to use with limited training.
n/a
Not Sure
Slack, Microsoft 365 (formerly Office 365)
NICE CXone (formerly NICE inContact) is well suited to manage customer contacts.

NICE CXone Feature Ratings

8.1
Agent dashboard
8
Validate callers
9
Outbound response
8
Call forwarding
Not Rated
Click-to-call (CTC)
8
Warm transfer
8
Predictive dialing
8
Interactive voice response
Not Rated
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
8
Multichannel integration
8
CRM software integration
Not Rated
8.2
Inbound call routing
9
Omnichannel inbound routing
Not Rated
Recording
9
Quality management
8
Call analytics
8
Historical reporting
7
Live reporting
Not Rated
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated