Laurentino's review
Updated October 19, 2021

Laurentino's review

Dailson Laurentino | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE CXone (formerly NICE inContact)

NICE CXone has been used by the department of customer relationship center. We use it to make phone calls with our clients. We can receive, transfer and make calls. We started using it at the beginning of the pandemic last year when we started to work from home. NICE CXone works very well.
  • The calls have very good quality of sound.
  • The connection is excellent, rarely I see a delay or connection problems.
  • It's fast and and a light program/website.
  • It lacks settings, more options to customize.
  • In some calls, it makes a loud noise when the phone is calling, like a machine gun.
  • Sometimes the number that shows up for the person who is receiving the call
  • is anonymous.
  • Not applicable.
  • Two - Not applicable
  • Three - Not applicable.
My dashboard helps a lot with tracking. Every one of our scripts is customized. We use several non-default, custom-created reports as well. We can spin up a script in hours or even minutes depending on its complexity. They have a service which can create scripts for you, but we manage scripting in-house except for difficult use cases where we may need a little help.
I believe that NICE CXone (formerly inContact) is very usable because it fulfills many different necessities which are essential in the work environment. It is very versatile in the offerings and functionalities it provides to all users who get to work using NICE CXone. Also, NICE CXone is very easy to use, requiring little training to use effectively.
Overall, I'm currently having a pleasant experience using inContact and its features. It shines best through the use of the calling feature which still hasn't let me down. There is a broad range of features that are combined to make a symbiotic platform with tons and tons of options. That's all.

Do you think NICE CXone delivers good value for the price?


Are you happy with NICE CXone's feature set?


Did NICE CXone live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of NICE CXone go as expected?


Would you buy NICE CXone again?


It was hands down a good solution. Call centers can use this system with an internet connection and little to no hardware. The compatibility for headsets is great, and uptime is within industry limits of 99.999% uptime. We have not experienced any outages in the first year and that makes this a solid platform.

NICE CXone Feature Ratings

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

Using NICE CXone (formerly NICE inContact)

400 - Customer's relationship center.
We do and receive phone calls for clients and internally.
We represent a team who assist only private and high wealth customers. We use Nice CXone for performance tracking and also as a tool for contact the customers, receive and give transferences, send e-mail, and schedule our customers.
100 - Investment advice on private pension plans products, such as investment funds from a conservative (low risk investments) to bold profile (high risk), linked to VGBL and PGBL plans.

Life Insurance Advice, including redeemable ones.

Customer Experience Analysis and Customer Journey, where we value the satisfaction of customers and our partners.
  • Phone Calls
  • Track Performance
  • Schedule calls.
  • Totalmente digital.
  • Speed
  • Facility
  • Send Email
  • Meetings House in
I am not responsible for hiring services.

Evaluating NICE CXone (formerly NICE inContact) and Competitors

  • Product Usability
Ocorre que a usabilidade de um programa ou sistema é uma característica fundamental, uma vez que se trata do que de fato uma empresa precisa para tocar o negócio, ou para prestar de maneira plena todos os serviços. Nice Cxone é um sistema fácil, usável e extremamente acessível, além de ser extramente útil e funcional.
Se necessário fosse, eu muderia o processo de avaliação e selação da seguinte maneira. Primeiro, analisaria, além da usabilidade, ou seja, das funções em geral do serviço prestado pela empresa, avaliaria também a qualidade destas ferramentas, pois de nada vale um serviço que ofereça muitas soluções, se não há qualidade, o que inviabiliza todo o processo. É necessário que cada função, utilidade seja efetiva, e entregue o resultado desejado.

NICE CXone (formerly NICE inContact) Implementation

In spite of not having a relevant participation in the implementation process, I understand that the main insights are, internal tests before presenting to the final customer, this avoids the highest delay in the acquisition process, such as more frequent errors, tests that may mitigate the errors at the time of implementation.
Yes - Yes, the implementation, in fact, occurred inparts. First of all, the implementation occurred last year, still during the pandemic while we were all working on Home Office. A test period was started between employees initially, and after success, we made great progress to real customers and house in customers testes.
Change management was a big part of the implementation and was well-handled - The transition from a mass production system to a lean production system implies changes in large magnitude within the scope of the operations strategy by manufacturing base organizations, and can trigger different reactions by employees, going from unrestricted support to the initiative to the veiled resistance (or even explicit). Change management has become one of the most critical success factors for any business.
  • Computer issues
  • Programming
  • Data

NICE CXone (formerly NICE inContact) Training

I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.

NICE CXone (formerly NICE inContact) Support

Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
Immediate help available
Support cares about my success
Quick Initial Response
Need to explain problems multiple times
Não comprei o suporte premium, acreditando que o suporte básico deveria ser suficiente para me ajudar na solução de problemas. Atualmente o suporte comum me fornece a ajuda suficiente, atendendo às principais necessidades e sempre apresentando soluções adequadas. É necessário avaliar custo x benefício do premium, mas por hora avalio como suficiente o suporte padrão.
<div><br class="Apple-interchange-newline">Sim.
Em uma certa ocasião o Nice Cxone apresentou erro ao ligar para os clientes. A ligação ficava muda, e por mais que tentasse reiniciar não funcionava. Entramos em contato com o suporte para buscar ajuda, e o técnico foi extremamente profissional, esgotando todas as possibilidades para solucionar o problema. O suporte ocorreu online, via teams, mas por fim apresentou a solução, e logo voltamos a produzir. </div>

Using NICE CXone (formerly NICE inContact)

Like to use
Relatively simple
Technical support not required
Well integrated
Quick to learn
Feel confident using
Difficult to use
  • Track performance
  • Make calls
  • Receive calls
  • Scheduling
  • Type every time the city code
  • "No route found"
  • The history is very limited. In the main page, it should show all the history calls
Yes - Sim, atualmente utilizo a inteface de celular no navegador chrome e funciona bem. Há, no entanto, um ponto a ressaltar, qual seja, que é necessário seleciona a opção "destkop mode" para poder visualizar bem toda a tela. Isto, porém não impede de usar qualquer tipo de função do Nice CXone.

NICE CXone (formerly NICE inContact) Reliability

I rated 10, because Nice CX one is very much functional. You can simply acess it by website Nice, in any navigator, desktop, notebook or mobile, so you can in a fast way run on every departament of the company.

Upgrading NICE CXone (formerly NICE inContact)