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A review from the bottom up
November 01, 2021

A review from the bottom up

Anonymous | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE CXone (formerly NICE inContact)

We use it to direct calls for scheduling.
  • Plays voice-overs
  • The hold button
  • Ability to search through contacts
  • Freezes
  • Disconnects calls
  • Doesn't load
  • Easy transfers
  • Call flow
  • All in one product
It works most of the time! Sometimes it doesn't and usually when I need it to the most is when it doesn't.
I do not use it for reports
Not Sure

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?

No

It works nicely when there are not a lot of calls in queue but when there are more, it seems to slow down and disconnects

NICE CXone Feature Ratings

6.0
Agent dashboard
6
Validate callers
Not Rated
Outbound response
4
Call forwarding
6
Click-to-call (CTC)
5
Warm transfer
8
Predictive dialing
7
Interactive voice response
Not Rated
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
Not Rated
Multichannel integration
Not Rated
CRM software integration
Not Rated
4.0
Inbound call routing
Not Rated
Omnichannel inbound routing
Not Rated
Recording
Not Rated
Quality management
5
Call analytics
3
Historical reporting
Not Rated
Live reporting
Not Rated
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated