It works properly
June 15, 2021
It works properly
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with NICE CXone (formerly NICE inContact)
NICE CXone is used to make and receive calls to clients interested in consolidating their debt. It eliminates the need to hand dial, and allows for faster communication. We use it to close deals with our clients.
- Sound quality is good
- Seems to connect to a fair number of clients quickly without much delay
- Easy to log in
- Nice to be able to see agent metrics
- When making a manual outbound it would be nice to be able to enter the number and just hit "enter" instead of having to hover with the mouse, wait for the dialing prompt to appear then click it.
- It would be nice if NICE CXone didn't send you a new call while you're entering a manual outbound number.
- When scheduling a callback, NICE CXone will kick you out of that record/callback schedule screen before you can complete scheduling if a call comes in while scheduling the call.
- When scheduling a call, it would be nice to just enter the time instead of having to click on the hour then enter it, click on the minutes, and hope that you click on the right spot. If you don't click on the right spot, you'll have to get super close to the screen to hit the right spot to enter the minutes.
It would seem that many of the customizations that have been implemented are working fine. However, there are some customizations that would help, such as the changes mentioned in a previous question. User-friendliness of the callback schedule screen would be nice. Being able to stay available while making an outbound call but not getting kicked off of the callback number entry screen or the manual phone number entry screen when an automated call comes through.
Not Sure
Do you think NICE CXone delivers good value for the price?
Not sure
Are you happy with NICE CXone's feature set?
Yes
Did NICE CXone live up to sales and marketing promises?
I wasn't involved with the selection/purchase process
Did implementation of NICE CXone go as expected?
I wasn't involved with the implementation phase
Would you buy NICE CXone again?
Yes