NICE CXone, call center powerhouse
June 19, 2021

NICE CXone, call center powerhouse

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE CXone (formerly NICE inContact)

We use it [Nice CXone] to manage Call Logs, Customer Service Calls, Support Requests and Contracts
  • Has very intuitive and easy to read dashboards
  • Gives you access to data very fast and makes it really easy to search entries
  • Allows you collaborate with your coworkers through email and chatter integration
  • The new platform, called Lighting, [in my experience] can be sluggish and has a steeper learning curve
  • [I feel] There is the missing functionality to add notes in the new version, which is missing from the last version (you can add files and texts through the "related files" option, but it is a lot more time consuming
  • [Reports take too long to run sometimes [in my experience] and more formats for data could be very usufel, not just export to Exl or separate by commas
  • Positive impact by allowing us to differentiate between different skills a lot easier, helping route calls automatically to the right person
  • It has help us meet our SLAs by quickly routing of the calls
  • It has allow us to create a better WFM strategy because it gives us stronger date about call times, hold, transfers
We have created scripts to route calls more efficiently to different teams within our company. We can then use that customization to add more agents to those skills "queues" based on the real time monitoring provided from within the ap. This has had a huge impact in our business model since it allows us to cover more "ground" with less staff connected at all times.
NICE CXone is very user friendly, provides a big array of tools to managers and IT team to tweak the parameters in order to obtain better results, and most of the time this can be done without the need of changing code or reaching out to higher tech tiers which wastes a lot of time.
It has a lot of prebuilt reports and custom reports which make it very easy to analyze the calls, but there are crossreferencing tools that are missing and could impact the score I am giving to a more positive one. Overall I am very happy with NICE CXone software, but there is still room to improve in the reporting are.
Yes - Avaya CRMS Manager

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NICE CXone is well suited for companies that have a lot of tasks to manage and it works well with either small or big companies. The software is all cloud-based so you can access it from any computer and they even have a cellphone app that provides you access to a lot of information.

NICE CXone Feature Ratings

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