Excellent System
June 09, 2021

Excellent System

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

Overall Satisfaction with NICE CXone (formerly NICE inContact)

At our company, we use the NICE CXone everyday to handle our daily phone calls. Whether they are incoming or outbound calls. It also helps us be able to track time between calls and also for break times. Throughout the company, we are able to keep track of other employees times on the phones as well.

Pros

  • Keeping track of times.
  • Showing contact list of who easily you may need to call as they are already saved in the system.
  • Able to schedule reminders that are very helpful in phone log.

Cons

  • I can't really say, it beats every phone system I had.
  • Increased efficiency with being able to get calls though on time.
  • Reduced time of transferring.
We have personalized scripts that agents are able to change or modify to fit their needs. It is very easy to maneuver and user friendly for some staff that is not fully attached on to new applications on the computer system. Each reports shows each employee stats and that is very easy to categorize as well.
It is an exceptional software to use when you have many employees in a company. Very easy to use and anyone can pick up quick on it.
Each user can add their own schedule, task or reminders on what to do. Also easy to track phone calls or task they had throughout the day.
Yes - Incontact.
Very helpful in company since it tracks calls and times. It is definitely great to use when you have 100+ employees in different parts of the states, and helps keep everything in line for it. It is also helpful in letting you set your own schedule or reminders in the phone so you will automatically know.

NICE CXone Mpower Feature Ratings

10.0
Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Interactive voice response
10
Call scripts
10
Call tracking
10
Multichannel integration
10
CRM software integration
10
10.0
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
10
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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