NICE CXone is a great company tool
June 08, 2021

NICE CXone is a great company tool

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

Overall Satisfaction with NICE CXone (formerly NICE inContact)

Here in Parent Relations, NICE CXone allows us to deliver excellent customer service and ensure that our parents feel heard by our company. We work tirelessly to solve a multitude of parent concerns and questions and having an efficient system makes our job that much easier.

Pros

  • Efficient
  • Trustworthy
  • Effective

Cons

  • Connectivity issues
  • Increased efficiency
  • Increased employee morale
I give a 10 because it allows companies to tailor the product which in turn allows for excellent customer service. The click to call feature allows for efficient work and name searching provides employees with more knowledge on how to help the caller.
Not Sure
When managing a caseload of customers and needing to deliver excellent service.

NiCE CXone Mpower Feature Ratings

8.9
Agent dashboard
8
Validate callers
10
Outbound response
8
Call forwarding
6
Click-to-call (CTC)
10
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
Not Rated
CRM software integration
10
9.8
Inbound call routing
10
Omnichannel inbound routing
Not Rated
Recording
10
Quality management
9
Call analytics
10
Historical reporting
Not Rated
Live reporting
Not Rated
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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