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Good Overall experience and product, with room for improvements from backend
October 30, 2021

Good Overall experience and product, with room for improvements from backend

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE CXone (formerly NICE inContact)

We are utilizing the Contact Center in our Technical Assistance Center, however, the reset we are using company-wide. Good flexibility to roll out new scripts quickly or updates in a timely manner compared to prior vendors.
  • Adding Points of Contacts for new support lines
  • Ability to use multiply Omni Channels such as voice, chat, email.
  • Ability to easily update Audio files or other changes in script through studio.
  • Many of the GUI screens are built-in frames and can't expand the size. Let us utilize the full screens for efficiency.
  • From the ACD side to the WFM side seems to be a big disconnect and have to set up the same items twice.
  • Ability to better utilize Omni Channels such as chat and email into the system.
Utilized this to integrate call-back features, built-in tips, and roll out the Chat feature to customers through our applications.
Overall really good to utilize. Would greatly appreciate the GUI screen size being able to be expanded instead of just the one's size in that frame. Let us use the full screen!
Many good reports just take a long time to find the naming and formatting of more detailed reports.
Yes

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?

Yes

Would you buy NICE CXone again?

Yes

The backend GUI for management leaves items to be desired and room for improvement. Would be willing to describe some of that if needed.

NICE CXone Feature Ratings

7.2
Agent dashboard
8
Validate callers
Not Rated
Outbound response
7
Call forwarding
5
Click-to-call (CTC)
Not Rated
Warm transfer
8
Predictive dialing
Not Rated
Interactive voice response
Not Rated
REST APIs
7
Call scripts
8
Call tracking
7
Multichannel integration
8
CRM software integration
7
7.3
Inbound call routing
8
Omnichannel inbound routing
8
Recording
8
Quality management
8
Call analytics
Not Rated
Historical reporting
6
Live reporting
7
Customer surveys
6
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Evaluating NICE CXone (formerly NICE inContact) and Competitors

  • Product Features
  • Product Reputation
Ask for more specific demos related to our setup.

NICE CXone (formerly NICE inContact) Support

ProsCons
Support cares about my success
Quick Initial Response
Poor followup
Problems left unsolved
Escalation required
Need to explain problems multiple times
I am not sure as not part of the purchase of it.
Yes - I have open tickets currently that seem to have to explain the issue over and over with no resolution.
Very timely in getting new POC added to the system which makes us much more efficient!

Using NICE CXone (formerly NICE inContact)

ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Quick to learn
Convenient
Feel confident using
Familiar
None
  • Getting Agents setup with Single Sign On.
  • Dashboards
  • WFM
  • More Advanced reporting.
  • Inability to expand screen size and stuck in small frame.