Good and not so good aspects
June 19, 2021
Good and not so good aspects
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with NICE CXone (formerly NICE inContact)
We use NICE CXone in Customer Service for answering incoming calls across the team. The system is able to divvy out the calls in the order the reps are available. We also use it to record our phone calls and review them at a later date with our team leads. I know other teams use it, but not sure in the same way. NICE inContact allows for incoming calls to be dispersed in a timely manner and to the reps that are available when they call in.
- Allows for recording of calls
- Allows for you to review calls with leads
- Allows for disposition of calls to track
- Manages who gets calls next.
- Route calls [work] one day and the next there are issues with routing calls.
- Not being able to receive calls periodically
- Refused calls when they are not routed through to you.
- Higher refused calls when calls are refused due to routing issues
I have not
Not Sure
Do you think NICE CXone delivers good value for the price?
Not sure
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?
I wasn't involved with the implementation phase
Would you buy NICE CXone again?
Yes