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Telecoms Review Perspective
June 09, 2021

Telecoms Review Perspective

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

Overall Satisfaction with NICE CXone (formerly NICE inContact)

I use this system on a day to day basis contacting a number of different people around the UK. I have found this system to be very helpful and simple. Allowing me to be as productive as possible when needed. There have not been many issues that are easily resolved. This makes it a great platform to work on.
  • Simple
  • Straightforward
  • Easy to use
  • Always in the background, option to keep open on screen
  • Faster connect
  • Reduced Cost
  • Efficiency
  • Saving Time
I follow an automated script provided by work in which I cannot adapt.
Because I believe this is right.
It has room for improvement but is a well rounded system.
Great application. Suited for day to day work and picking up calls.

Not suited for built up, busy areas.

NICE CXone Feature Ratings

5.2
Agent dashboard
6
Validate callers
7
Outbound response
8
Call forwarding
3
Click-to-call (CTC)
5
Warm transfer
6
Predictive dialing
3
Interactive voice response
3
REST APIs
2
Call scripts
7
Call tracking
9
Multichannel integration
2
CRM software integration
7
6.2
Inbound call routing
4
Omnichannel inbound routing
9
Recording
2
Quality management
10
Call analytics
4
Historical reporting
6
Live reporting
6
Customer surveys
9
Customer interaction analytics
6
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated