Good and not so good aspects
June 19, 2021

Good and not so good aspects

Anonymous | TrustRadius Reviewer
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
Lower rating due to the amount of time I am away from the phones trying to get our IT team to fix why calls are not being routed to me. Unhappy with the performance in that area.

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

Not sure

Are you happy with NICE CXone's feature set?


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?


NICE CXone is great for our team due to the high volume of calls. This allows for them to be routed in a timely manner (when it works). The recording is great when you have an irate customer and the call needs to be reviewed. Also, call monitoring to see how we are doing while on the phones.

NICE CXone Feature Ratings

Agent dashboard
Validate callers
Outbound response
Call forwarding
Warm transfer
Call tracking
Inbound call routing
Quality management
Call analytics