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Definitely NICE!
June 09, 2021

Definitely NICE!

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

Overall Satisfaction with NICE CXone (formerly NICE inContact)

Thanks to this amazing program our whole organization and department are specifically able to assist patients with any concerns regarding their bill.
  • Allows you to communicate with others.
  • Able to hold and transfer calls between one another.
  • Allows you to see the queue and how many calls to expect.
  • Allows you to view detailed reports of your performance and those working in your department.
  • There are times when the connection/signal is not the best, but other than that the program is amazing!
  • Efficiency
I have not personally been able to customize the platform but my manager has, and I love that I am able to see my performance and monitor my efficiency everyday.
The platform has everything that is needed in order for me to perform my daily tasks without any trouble.
I LOVE the real time dashboard that allows me to prepare for the next callers and give my best customer service.
Not Sure
This program is PERFECT for anyone who is working at a call center.

NICE CXone Feature Ratings

10.0
Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
REST APIs
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