More efficiency for your company.
June 17, 2021

More efficiency for your company.

Ana Gomes | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with NICE CXone (formerly NICE inContact)

The entire organization uses [NICE CXone (formerly NICE inContact)] to get in touch with the customers of the bank. NICE [CXone] is a great option for those who work with call center and Fraud prevention because we who work with call center always get in touch with the customer and [NICE CXone] makes this a lot easier.
  • Video calls
  • Call transfer
  • Break monitoring
  • Notify when pause ends
  • Sometimes NICE [CXone] drops the call
  • Leave links silent
  • NICE [CXone] is very practical, easy and agile
  • Increased the efficiency of my work
  • It's a super safe tool
With NICE [CXone (formerly NICE inContact)] I feel that the communication between the employees themselves and the connections with the customers became very effective. And currently the only report we use is how many exact calls we made per day.
NICE [CXone (formerly NICE inContact)] is a great and safe tool for the entire company, but it still needs some adjustments like not needing to put the country code before every call, but putting everything together, NICE [CXone] surpassed expectations.
NICE [CXone (formerly NICE inContact)] reporting capabilities are great. Currently my sector only uses one type of report which is to monitor connections per day, this makes our work very efficient.
Yes - NICE [CXone] has replaced Verisys. Because the other system was giving a lot of problems with connections and made the work very difficult.

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?

Yes

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

Yes

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

Yes

NICE [CXone (formerly NICE inContact)] is great for communicating within the company and outside the company. With NICE [CXone (formerly NICE inContact)] I don't need to keep putting card numbers before making a call and I don't really like having to put +55 in front of every number in every call.

NICE CXone (formerly NICE inContact) Feature Ratings

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