Great usage great product
June 17, 2021

Great usage great product

Edward Oberlton | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with NICE CXone (formerly NICE inContact)

[NICE CXone (formerly NICE inContact)] has been a huge benefit to our company in terms of allowing us to interact with our contractors, adjusters, and homeowners. We have the ability to help them on the phone but also clear up our communication with other internal associates. It really is a brilliant product and the usability is very simple and easy.
  • Usability
  • Efficiency
  • Effective
  • Timely
  • It logging you out after 4-5 hours
  • I would say it helps drive customer loyalty
  • It smoothens the workflow of calling
  • Its has a avery small learning curve
My managers have customized the platform to notify us of who is calling in terms of what category of a caller they are. The aspect of also being able to see what my fellow associates are doing and whether they are on the software or not is actually very helpful.
I would say [NICE CXone (formerly NICE inContact)] is a brilliant idea especially in terms of a business, I think there are very few things that I don't like and it really does help speed up the workflow of my job while allowing interactions with customers to be more effective. So as a user I really appreciate the concept of [NICE CXone].
I actually have to give this a lower rating just because of the fact when you try to use a custom report date for a certain bracket of time, it begins to mess up in the case of it not reporting the number of calls within the specified time I entered into the box.

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)] has always been a huge help in terms of being able to prepare myself for who I am going to be receiving a call from. There is a feature that notifies you about what kind of customer is calling before you receive the call so it helps me mentally prepare myself for the kind of scenario that is going to be brought to my attention.

NICE CXone (formerly NICE inContact) Feature Ratings

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