Pros from a call center proffesional
June 24, 2021

Pros from a call center proffesional

kiana lane | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE CXone (formerly NICE inContact)

My company uses this system as a way to answer our customers' calls. We are an in and outbound call center that assists with processing background checks. We have multiple locations and about 5,000 employees! I love using this system because it is super user-friendly when answering these calls, transferring calls, and basic call needs. This tool is definitely the most important tool we use here in client services since it is our way of connecting with applicants and clients all over the world.

Pros

  • Good for answering calls
  • Easy to use
  • Provides caller ID with name & state

Cons

  • Maybe larger text in the app
  • Less crashes
  • Improving call flow
  • Faster access to call answering
This tool is super user friendly, easy to access & makes my job so much easier!
Yes - This tool replaced our old call system, fuse. We replaced that system due to lots of crashes & errors we were having overall as a company.

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?

Yes

Did implementation of NiCE CXone go as expected?

Yes

Would you buy NiCE CXone again?

Yes

As I stated prior, using this system makes my job ten times easier. In the call center world, it is super important to make sure you have a reliable source when answering calls. The calls come in right on the screen showing the phone number & state, making it super easy to see where your caller is coming from & information for a possible call back if needed.

NiCE CXone Feature Ratings

10.0
Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
Not Rated
Multichannel integration
Not Rated
CRM software integration
Not Rated
10.0
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
Not Rated
Historical reporting
Not Rated
Live reporting
Not Rated
Customer surveys
10
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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