Outstanding call center solution
November 01, 2021

Outstanding call center solution

Julian Perez | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) is being used by several departments across the whole organization, it has proven to be the ideal tool to handle and manage our interactions with customers and internal support teams. It has allowed us to manage different support channels like voice calls, chats, emails, and even voicemails.

Pros

  • Intuitive and easy to use.
  • Stable
  • Customization

Cons

  • Better monitoring tools.
  • More documentation.
  • More pre built reports.
  • Customer satisfaction.
  • Great dashboard and reports.
  • KPI tracking.
NICE CXone (formerly NICE inContact) has a great user interface, it's super intuitive and friendly even for very new users, and for those that are not tech-savvy, this is very important for a large and diverse group of users because it reduces the overall learning curve and allows them to improve their productivity.

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?

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

Microsoft Power BI, Microsoft 365 (formerly Office 365), Microsoft Access
NICE CXone (formerly NICE inContact) is well suited for the contact center industry, everyone looking for a contact center solution should start looking for NICE CXone. This will help with handling a large volume of contacts and keeping an eye on the metrics and KPI. However, it is not recommended for businesses that require face-to-face customer interactions.

NiCE CXone Feature Ratings

8.5
Agent dashboard
8
Validate callers
8
Outbound response
9
Call forwarding
8
Click-to-call (CTC)
8
Warm transfer
9
Predictive dialing
9
Interactive voice response
10
REST APIs
7
Call scripts
9
Call tracking
9
Multichannel integration
10
CRM software integration
7
9.6
Inbound call routing
8
Omnichannel inbound routing
8
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
10
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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