NICE CXone (formerly NICE inContact) Review
June 03, 2021

NICE CXone (formerly NICE inContact) Review

Juan Veliz | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with NICE CXone (formerly NICE inContact)

Since day [one] NICE CXone (formerly NICE inContact) [had] a very friendly interface, very easy to use, [and] even [...] has a lot of options you can choose to run depending on the information you need to get from the system. The platform is used [among] all the production level[s] [but] sometimes it suffers from irregular disconnections or get[s] stuck in a state [that] does not allow you to change it when using MAX but can be fixed if you refresh the app.
  • Easy to use
  • Include a high variety of options for reports
  • Built in apps
  • Connectivity
  • Helps to reduce costs
  • High security platform
  • High compatibility with 3rd party apps
Th ability to create and customize reports help the RTAs to have an easier report build and less time cost reports.
NICE CXone (formerly NICE inContact) is a [really] useful multiplatform and compatible with other external applications. Still, it does have room for improvement when it comes to connectivity as it can easily [slow] down with a [weak] internet connection.
Even though you have multiple options to customize the reports for the information you need sometimes it does not present the real-time data when running reports.
Citrix Gateway (formerly NetScaler Unified Gateway)
NICE CXone (formerly NICE inContact) is a really good application for end-users for [...] day-to-day work. Also, it is really useful when you need to pull up reports. If your Internet connection is not that [strong,] it will give [you] a hard time due to connectivity issues it may present.

NICE CXone (formerly NICE inContact) Feature Ratings

Agent dashboard
6
Validate callers
10
Outbound response
8
Call forwarding
7
Click-to-call (CTC)
9
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
REST APIs
9
Call scripts
9
Call tracking
9
Multichannel integration
9
CRM software integration
9
Inbound call routing
8
Omnichannel inbound routing
8
Recording
10
Quality management
8
Call analytics
7
Historical reporting
5
Live reporting
5
Customer surveys
8
Customer interaction analytics
8

Using NICE CXone (formerly NICE inContact)

The tool is used along all preductiopn level including Agents, RTAs, Supervisors and Managers.
1 - Very few skills are required to the day to day use of Nice is needed.
  • Taking Calls
  • Run reports
  • Outbound calling
  • Run multiple reports in one click.
  • create scripts
The tools is very useful on day to day business and with an intuitive platform for new users to become comfortable when starting to use it.