Oh how Nice it is :)
October 27, 2021

Oh how Nice it is :)

Jasmine Shaw | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE CXone (formerly NICE inContact)

We use NICE CXone to manage calls. We currently receive incoming calls, emails, chat, and text through the platform across multiple teams. It helps us allow our customers to reach out to us in their preferred manner. We also are able to monitor our agent's productivity. This product has been a huge lifesaver for our team to work from home especially with the implementation of the softphone feature.

Pros

  • Allows clients to reach us in a variety of ways.
  • Allows agents to use their laptop to take calls through a softphone.
  • Real time QUE data with dashboards.

Cons

  • Sometimes we have calls that get lost in limbo, it's rare, but it does happen.
  • A few agents have issues using one browser compared to another.
  • The look of the system could use an update.
  • It has allowed our entire team to switch from in the office to work from home without needing a bunch of equipment.
  • With the implementation of text our customers can now reach us in every way.
Our leadership utilizes custom dashboards and reports.
The platform is easy on the eye and very user-friendly.
The reporting is great, however, I wish some of the prebuilt reports would break down the data by day instead of combining the data for a specific time frame.

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

For my team specifically, the NICE CXone platform works well for receiving inbound requests and tracking those requests.

NICE CXone Feature Ratings

9.7
Agent dashboard
8
Validate callers
10
Outbound response
10
Call forwarding
Not Rated
Click-to-call (CTC)
Not Rated
Warm transfer
10
Predictive dialing
Not Rated
Interactive voice response
Not Rated
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
10
Multichannel integration
10
CRM software integration
Not Rated
10.0
Inbound call routing
10
Omnichannel inbound routing
Not Rated
Recording
10
Quality management
Not Rated
Call analytics
Not Rated
Historical reporting
Not Rated
Live reporting
10
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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