Easy at home work integration
June 05, 2021

Easy at home work integration

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

Overall Satisfaction with NICE CXone (formerly NICE inContact)

We use NICE in some departments. It has been helpful to us since we have been working from home during the COVID-19 pandemic. We are able to still make and receive calls from customers by routing calls to our cell phones or landlines. It has also helped in availability.

Pros

  • Routing calls to a phone number of your choice
  • Routing calls within the company
  • Showing agent status

Cons

  • It seems to close randomly which is time consuming to restart the dashboard.
  • Sometimes it does not connect the call properly.
  • At times there seems to be a lag in the conversation from one side to the other.
  • Increased efficiency in agents
Some lagging in voice and random shut downs.
Not something I would do from my level. I do not do this.
NICE has been successful in keeping us all on the same phone network even while our office has been closed. It allows us to utilize personal cell phones to work and stay in contact with our customers. I would say [if] there are desk phones available at the office then that is preferable, however, with some employees within our company working from home at times, it is very helpful to keep us on the same network.

NICE CXone Feature Ratings

Agent dashboard
Not Rated
Validate callers
9
Outbound response
7
Call forwarding
10
Click-to-call (CTC)
9
Warm transfer
9
Predictive dialing
Not Rated
Interactive voice response
Not Rated
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
10
Multichannel integration
9
CRM software integration
8
Inbound call routing
9
Omnichannel inbound routing
Not Rated
Recording
Not Rated
Quality management
9
Call analytics
Not Rated
Historical reporting
Not Rated
Live reporting
Not Rated
Customer surveys
Not Rated
Customer interaction analytics
Not Rated

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