Great monitoring
November 01, 2021

Great monitoring

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

Overall Satisfaction with NICE CXone (formerly NICE inContact)

We use this to handle customer service contacts. The system is easy to use and offers a variety of tools to monitor, engage, and manage the high volume of contacts received daily. I would recommend this to any business looking for a real-time solution.

Pros

  • Pre-built reports.
  • Custom reporting.

Cons

  • Be able to have reporting and monitoring on the same screen.
  • Improved call monitoring.
The ability to customize the reporting and scripts has been helpful to productivity. Agents can work faster in responding to client inquiries.
It has been fairly easy to use and does not have a steep learning curve.
The real-time dashboards and reporting [are] very helpful. The ability to access historical data is great for analyzing trends.

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

It is great for monitoring calls but does not do as well with chats and emails.

NICE CXone Feature Ratings

Agent dashboard
7
Validate callers
6
Outbound response
5
Call forwarding
5
Click-to-call (CTC)
6
Warm transfer
7
Predictive dialing
6
Interactive voice response
5
REST APIs
6
Call scripts
5
Call tracking
7
Multichannel integration
7
CRM software integration
7
Inbound call routing
7
Omnichannel inbound routing
6
Recording
7
Quality management
7
Call analytics
7
Historical reporting
7
Live reporting
7
Customer surveys
7
Customer interaction analytics
7

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