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Parabolic VOIP services
Updated October 20, 2021

Parabolic VOIP services

Vars Slovak | TrustRadius Reviewer
Score 4 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE CXone

It is being used organization-wide.

I support about 40 or so users in it, on the performance, execution, fine tuning, profile creation side of things for my division.

It is our VOIP platform companywide, as well as call center VOIP.
  • Sound quality can be excellent
  • Detailed user profiles, with an array of options
  • Any different manager reporting tools
  • [In my experience], interface/web particulates can get stuck in Browser cache, causing erroneous graphical reporting in NICE cxONE.
  • Call refusal issues due to changes in the browser manufacturers design.
  • [I believe] NICE cxONE should be a standalone WEBapplet running OUTside of a third parties browser.
  • Certainly the RIO with this platform is VERY high.
  • We have been able to properly transition off of our Avaya Gateway/Avaya Deskphone setup.
  • We are able to now run completely remote, and have no more need for a physical office
Primarily the call quality is very good through the platform, and we are able to now see LIVE streaming data regarding call numbers in the platform in relation to our agents.
The functionality is high, though technical problems on the browser end are causing some graphical particulate headaches.
There are many templates but not some simple ones such as REAL time agent call statistics per business unit, per department seems to be missing.
Yes - We used to use Avaya Gateway 450, as well as Avaya Deskphone for each agent.

Do you think NICE CXone delivers good value for the price?

Yes

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?

Yes

Would you buy NICE CXone again?

Yes

Seems to handle small operations as well as larger operations with hundreds of users just fine, however my earlier stated limitations with browser graphical particulates/elements getting stuck in caches, is causing erroneous graphical representation of the actual platform. And the platform should REALLY exist outside of a 3rd party browser, whom NICE cxONE has no influence over.

NICE CXone Feature Ratings

7.3
Agent dashboard
8
Call forwarding
7
Call tracking
7
6.8
Inbound call routing
8
Recording
7
Call analytics
7
Historical reporting
6
Live reporting
6
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using NICE CXone

2000 - Primary VOIP platform for schedulers, and VOIP Interpreters (Over the phone). We use it for our CSR's, and admin staff as well. Basically anybody on the phone for the company doing anything, and were using cxONE.
30 - They require knowledge of Internet Wide DNS functionality, local in house LAN DNS, and work @ home DNS issues. Browser issues, as well as VOIP network traffic over WAN/LAN/WAH.
  • VOIP platform
  • Scheduling capabilities
  • Detailed Call Volume reporting.
  • We use it for specialized reporting abilities for upper management to report to higher upper management.
  • Perhaps we can use it for messaging/email/e-messaging.
Overall the platform works well, even in low internet traffic abilities. Vast reporting system of a wide array of metrics.