Just a simple user
June 17, 2021

Just a simple user

Chandra Gibson | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with NICE CXone (formerly NICE inContact)

[NICE CXone (formerly NICE inContact) is] used to stay in contact with our clients. It helps us keep our hold times down. And it is used across the whole department.
  • Routes calls
  • Makes transferring them easy
  • There are times when it won't allow me to answer the calls
  • I think it has made a positive impact on how we reach our customers
I haven't really customized anything other than setting where I can see my team online.
I feel it gets the job done but it isn't perfect there is room for improvement. I would like to easily see more than just the last 2 calls.

Do you think NICE CXone (formerly NICE inContact) delivers good value for the price?

Not sure

Are you happy with NICE CXone (formerly NICE inContact)'s feature set?

Yes

Did NICE CXone (formerly NICE inContact) live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of NICE CXone (formerly NICE inContact) go as expected?

I wasn't involved with the implementation phase

Would you buy NICE CXone (formerly NICE inContact) again?

Yes

[NICE CXone (formerly NICE inContact)] is functional but I think the max is hard to understand. There are so many features that I just don't get.

NICE CXone (formerly NICE inContact) Feature Ratings

Agent dashboard
3
Validate callers
5
Outbound response
9
Call forwarding
9
Click-to-call (CTC)
9
Warm transfer
9
Predictive dialing
3
Interactive voice response
Not Rated
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
2
Multichannel integration
Not Rated
CRM software integration
5
Inbound call routing
7
Omnichannel inbound routing
Not Rated
Recording
Not Rated
Quality management
Not Rated
Call analytics
Not Rated
Historical reporting
Not Rated
Live reporting
Not Rated
Customer surveys
Not Rated
Customer interaction analytics
Not Rated