NICE features
October 18, 2021

NICE features

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

Overall Satisfaction with NICE CXone (formerly NICE inContact)

NICE CXone is used by the Customer Care department within my organization. Some team leaders also utilize its services. It is used as a softphone via Salesforce integration, and it also houses employee schedules and other employee information. We also use it for call performance evaluations, performance dashboard, and call recording.

Pros

  • Schedule.
  • Softphone.
  • Evaluations.
  • Call monitoring.

Cons

  • Max Performance has some issues.
  • Email is not used by my company.
  • Commitment manager is not used by my company.
  • ASA of less than 10 seconds.
  • CSAT of 100.
  • NPS of 54.
There are learning features for NICE CXone.
The dashboards are very user-friendly.

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

NICE is very useful for training - new hires can monitor calls during virtual shadowing sessions. It's useful in scenarios where a supervisor needs to barge into the conversation. The UI is great and the icons intuitive. I love the customizable features - and there are a lot of them.

NICE CXone Feature Ratings

Agent dashboard
Not Rated
Validate callers
10
Outbound response
Not Rated
Call forwarding
Not Rated
Click-to-call (CTC)
Not Rated
Warm transfer
10
Predictive dialing
Not Rated
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
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
10
Customer interaction analytics
10

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