How nice NICE IS!
June 17, 2021

How nice NICE IS!

lindsey smith | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with NICE CXone (formerly NICE inContact)

Senture uses [NICE CXone (formerly NICE inContact)] by allowing us to contact clientele using chat and telephone. We use this to answer questions and start/help with applications. We contact clientele and clients call us through this reliable website. NICE [CXone] lets us know how many callers we have in line and organizes the calls by the needs of the caller.
  • Organizes callers by amount and caller needs
  • Gives options of different ways to chat
  • Very reliable fast connection
  • Could have better disposition options
  • Could be organized by language
  • Could have interpreter call button
  • Made communicating with clients a lot easier
  • Helps get applications done quicker
  • Was able to reach out to more clients at a fast pace
I have customized the [NICE CXone (formerly NICE inContact)] platform by using personal call scripts made by me and my supervisor. Lets you know the reason the caller is calling. NICE has let me create and customize reports to send to my supervisors. NICE [CXone] lets me personalize my desktop/calls and work at my pace.
I give [NICE CXone (formerly NICE inContact)] a nine out of ten because it is super fast, very reliable and very organized. With NICE i am able to easily contact my clients and help them with applications or any questions they have. NICE [CXone] also lets you know how many callers are in the queue so you can be prepared.
I gave [NICE CXone (formerly NICE inContact)] a eight out of ten because the reports are clear, labeled and easy to read. The real time dashboards help me to prepare for future callers and know what to expect. The reports states all information the call center operator, supervisors and clients would need and it is very easy to access.

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

Yes

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 great for making and helping out with appointments. It is very easy to communicate with clients using this application. It is very easy to use with labels on buttons and where they are needed. The audio is very clear and well heard .I have never had an issue of crashing or running slow.

NICE CXone (formerly NICE inContact) Feature Ratings

Agent dashboard
7
Validate callers
6
Outbound response
3
Call forwarding
6
Click-to-call (CTC)
6
Warm transfer
7
Predictive dialing
1
Interactive voice response
10
REST APIs
4
Call scripts
10
Call tracking
10
Multichannel integration
4
CRM software integration
10
Inbound call routing
8
Omnichannel inbound routing
1
Recording
9
Quality management
8
Call analytics
10
Historical reporting
7
Live reporting
9
Customer surveys
9
Customer interaction analytics
9