NICE CXone (formerly NICE inContact) Review
June 09, 2021

NICE CXone (formerly NICE inContact) Review

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

Overall Satisfaction with NICE CXone (formerly NICE inContact)

It is being used across the whole company. The problem it addresses is being able to intake call volumes and route them to the correct agent. No issues with transferring agents, nor dropping phone calls. It is a useful tool.

Pros

  • Transfer calls
  • Provide the ability to answer and refuse calls.
  • Reliable

Cons

  • Disconnection
  • Random logouts
  • Efficiency
  • Communication
  • Realiable
Because it's reliable and it gives me a way to communicate with my customers.
Not Sure
The reporting it provides is helpful. Gives us an idea of how many calls are being taken. Where other agents are if they are on break, etc.

NiCE CXone Mpower Feature Ratings

7.6
Agent dashboard
9
Validate callers
Not Rated
Outbound response
8
Call forwarding
8
Click-to-call (CTC)
Not Rated
Warm transfer
Not Rated
Predictive dialing
Not Rated
Interactive voice response
Not Rated
REST APIs
Not Rated
Call tracking
6
Multichannel integration
7
CRM software integration
Not Rated
8.0
Inbound call routing
Not Rated
Omnichannel inbound routing
Not Rated
Recording
Not Rated
Quality management
Not Rated
Call analytics
Not Rated
Historical reporting
Not Rated
Live reporting
8
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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