inContact is the way to go!
June 06, 2021

inContact is the way to go!

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

Overall Satisfaction with NICE CXone (formerly NICE inContact)

NICE CXone is currently being used with my department. We take inbound calls to assist those who work within our company. We have many people from across the country reach out to our call center where we take the time to assist our reps with their current issues out in the field. It is nice to have a system run smoothly that allows us to help our people in a timely manner.
  • Smooth running.
  • Captures data needed for reporting.
  • Helps figure out areas of improvement regarding timing.
  • Not staying logged into MAX if the browser closes.
  • Finding a way to pin the NICE CXone number.
  • Finding another platform to move away from Skype.
  • Accurate reporting.
  • Smooth flow of inbound/outbound.
  • Increased efficiency.
We have our own dashboard created to meet our needs. We also have our own reporting that assists us with our scorecard to provide more accurate feedback to our agents.
It is pretty user-friendly.
It gives us the accurate data we need to provide feedback to our team.
It is good for the smooth flow of being able to take inbound calls and make outbound calls. The reporting is very accurate and allows us to capture the data needed. The data helps us create an effective scoring system for our team.

NICE CXone Feature Ratings

Agent dashboard
Validate callers
Not Rated
Outbound response
Call forwarding
Warm transfer
Inbound call routing
Quality management
Call analytics