Does the job at scale
November 04, 2021

Does the job at scale

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

Overall Satisfaction with NICE CXone (formerly NICE inContact)

This is our telecom solution for our entire organization. It's the backbone for all our customer interactions.
  • Allows new users to be added easily.
  • Call and Screen Recording Functionality.
  • Robust API for integration.
  • Needs more flexibility in QA reporting.
  • Needs better control over inbound call distribution.
  • Needs better reporting in general.
  • This was a lateral move, we hope to develop integration with our CRM which would allow for improved ROI.
We've gained efficiency in our claims handling through CRM integration with our ERP.
User friendly and intuitive.
Some limitations leave us with visibility gaps.
Yes - Siemens Openscape solution.

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?

No

Did implementation of NICE CXone go as expected?

Yes

Would you buy NICE CXone again?

Yes

NICE CXone Feature Ratings

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