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NICE CXone Review
Updated October 21, 2021

NICE CXone Review

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

Overall Satisfaction with NICE CXone (formerly NICE inContact)

Nice CXone allows us to call and conference customer and sales team during our project and kickoff calls. It is easier to use than teleconference like Webex and Zoom. It also uses less bandwidth as we have lots of apps that are running in the background during our conference calls.
  • Address book of all employees
  • Call logs
  • Voicemail
  • Cross country
  • Mobile app
  • Integrated in outlook
  • Phone integration
  • Customer touchpoint
  • Ease of calling
  • Documentation purposes
It's more personalized and does not rely on the IVR. Customer know that
they are speaking to live person on the other end of the line. There's
definitely less cross talk, and conversation is more fluid. This is the
reason we don't use this for cold calling and just talk to customers
directly.
It satisfies our need for softphone. while working remotely, I don't need to configure my home phone to integrate with Nice. It serves its purpose of real time talk with customer and Sales team, when something urgent is needed. It also saves time the need to wait for response when you can get the answer right away.
Reporting is not visible for regular users. Dashboard will be very helpful so as you would know how many times you have used it everyday, length of calls, etc. Our reports from our IT comes in only once a week, with a snapshot of the average every week. It would be helpful if this is real time.

Do you think NICE CXone delivers good value for the price?

Yes

Are you happy with NICE CXone's feature set?

Yes

Did NICE CXone live up to sales and marketing promises?

Yes

Did implementation of NICE CXone go as expected?

Yes

Would you buy NICE CXone again?

Yes

This replaces the traditional office phone when working from home. But this is not integrated in Zoom or Cisco Webex calls, and IT must have different settings and it does not tell me that a call is coming in. It would be helpful to have an online portal to see all activities done.

NICE CXone Feature Ratings

6.1
Agent dashboard
9
Validate callers
8
Outbound response
5
Call forwarding
5
Click-to-call (CTC)
9
Warm transfer
8
Predictive dialing
6
Interactive voice response
6
REST APIs
2
Call scripts
2
Call tracking
9
Multichannel integration
7
CRM software integration
3
7.3
Recording
8
Quality management
8
Historical reporting
6
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using NICE CXone (formerly NICE inContact)

110 - we support financial services company in the US. receives and perform outbound calls when needed to discuss Accounts receivables, payables to existing customer. we use Nice to allocate calls to different teams, depending on what the caller needs at the time they had called in. We also use this to track our daily volume