NICE is more than nice!
June 05, 2021

NICE is more than nice!

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

Overall Satisfaction with NICE CXone (formerly NICE inContact)

We use it as our main contact hub i.e. where we take the calls and monitor how many calls are incoming. This is for all departments too, even internal transfers. We also use NICE CXone for our scheduling and our breaks etc. for all employees. These systems help us track our performance and targets as well as manage a team orderly.

Pros

  • Monitors contact and targets
  • Allows easy communication between teams
  • Easy to manage workload and prioritize roles

Cons

  • Perhaps more graphs and visual representation of live stats
  • Overview of the days roles and activities
  • Increased efficiency with our workload
  • Better use of employees skills
  • Easier customer experience
We haven't utilised this tool in my employers business as far as I am aware - our call script is very loose and more quality based. They may be aware of this function but I am not too sure about this. We can view live statistics which is really useful for management and scheduling to adapt.
It is easy to take calls. Outbound is a bit trickier with the caller ID being in the history log rather than on screen/auto linked as the inbound caller ID is recorded. Overall I find it to be a very smooth system that works well to take calls and monitor the team and see who is available/working with you. It's been wonderful whilst working from home.
We are able to see different dashboards which is really helpful for different teams. We can see how many calls are waiting, if we've hit our service level agreement, what agents are doing and how many people are working similar roles to you. However, we can't see many targets or visuals that may aid our efficiency.
Not Sure
Well suited when we are tracking a call queue as we can see a wait time and how many calls are in the queue. This is great as we can also see employees statuses and change their roles to fit with the customer demand so we are best catering to whatever is immediately necessary.

NICE CXone Mpower Feature Ratings

7.7
Agent dashboard
9
Validate callers
7
Outbound response
7
Call forwarding
9
Warm transfer
10
Call tracking
4
6.5
Inbound call routing
7
Historical reporting
6
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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