Easy to use call center, lacks in features
June 22, 2021

Easy to use call center, lacks in features

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE CXone (formerly NICE inContact)

It is used by the Tele Underwriting department. This enables our employees to work from home, without having a costly call center set up.
  • Cloud based
  • Inexpensive
  • Easy to use
  • Poor troubleshooting.
  • Does not work well with a number of hardware settings.
  • Enabling work from home during a global pandemic.
  • Keeping workers at home and enabling a choice to go back to the office.
I do not have the privileges to customize NICE CXone.
While the interface is easy to do, it does not fare so well on the technical side as our organization keeps running into hardware incompatibilities that only seem to appear in NICE CXone, and not in other web based applications that use audio.
Real-time dashboards help employees be aware of who's available, giving them a bigger control of their workload. The supervisor feature is also very accessible and easy to use.

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?


While NICE inContact is a great concept of a cloud-based call center experience, it does lack on the customer service end as we have had numerous issues with the web application being incompatible with a number of hardware solutions and the troubleshooting provided by CXone is not always the best.

NICE CXone Feature Ratings

Agent dashboard
Outbound response
Call forwarding
Click-to-call (CTC)
Warm transfer
Not Rated
Predictive dialing
Not Rated
Interactive voice response
Not Rated
Not Rated
Call scripts
Not Rated
Call tracking
Not Rated
Multichannel integration
Not Rated
CRM software integration
Not Rated
Inbound call routing
Omnichannel inbound routing
Not Rated
Not Rated
Quality management
Not Rated
Call analytics
Historical reporting
Live reporting
Customer surveys
Not Rated
Customer interaction analytics
Not Rated