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NICE CXone allows Agents to do job efficiently and effectively
November 09, 2021

NICE CXone allows Agents to do job efficiently and effectively

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE CXone (formerly NICE inContact)

All customer service representatives are using the NICE [CXone] to take calls, do callbacks and the best part is it allows each call to be logged, noted and a disposition has to be used.
  • Disposition
  • Caller info.
  • Allows customers to be serviced better.
  • Call backs.
  • Disposition.
  • Details
  • All customer service agents use.
  • Complaints
  • Contact center.
Our business needs a program that would allow all reporting to show the inbound and outbound calls. Our business relies on this program to make sure that our customers are taken care of, questions are answered and calls are logged. This program allows agents to service customers and then get the root cause for the call due to the logging system.
It's used every day during business hours, This program allows our agents to take calls. I am really taking advantage of this program to the fullest.
It allows reports to be run on a variety of different categories, it allows us to see which dispositions are being used and which aren't being used. This program is critical in getting our customers the service they need.

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?

Yes

Would you buy NICE CXone again?

Yes

It has been our go-to program for all phone calls inbound and outbound. NICE [CXone] allows us to service our customers more efficiently which allows us to grow as a company. Our agents and customers are both being positively affected due to the program allowing us to get the core reason for calls.

NICE CXone Feature Ratings

8.9
Agent dashboard
9
Validate callers
9
Outbound response
9
Call forwarding
9
Click-to-call (CTC)
8
Warm transfer
9
Predictive dialing
9
Interactive voice response
10
REST APIs
8
Call scripts
8
Call tracking
10
Multichannel integration
9
CRM software integration
9
9.0
Inbound call routing
9
Omnichannel inbound routing
9
Quality management
9
Call analytics
9
Historical reporting
9
Live reporting
9
Customer surveys
9
Customer interaction analytics
9
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using NICE CXone (formerly NICE inContact)

250 - Mainly customer service for programs offered by a variety of customers.
150 - No skills are required due to heavy training that takes place once hired.
  • Calls
  • Logging
  • Customer satisfaction
  • New customers.
  • Customer service.
  • Logging purposes.
  • Continue with the logging.
Overall, out of many applications used to produce my business, I have to say that NICE [CXone] is about the best. It allows my agents to get work done efficiently and it also allows for us to log out what reason for their call.

Evaluating NICE CXone (formerly NICE inContact) and Competitors

  • Product Features
  • Product Usability
This has many elements to help both customers and agents do their jobs better. When you have the tools, you can do your job better.
I wouldn't change anything, I still feel the same about everything.