Very good software
November 04, 2021

Very good software

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

Overall Satisfaction with NICE CXone (formerly NICE inContact)

This program has replaced two of our old systems and has made life a whole lot easier. I would say, in our company, that the reporting can be a lot to process and we probably do not use it to the best of our potential but it is an awesome feature. Another good thing about this software is that I can now pull up my dashboard on my tablet to keep an eye on things while doing other tasks. One downside is that my dashboard is private but openly viewed by everybody else, I am unsure of a way to change this if it's even possible.
  • Dashboard graphics.
  • UI
  • Intricate reporting system.
  • Reporting feature is slightly confusing.
  • Everybody can see my dashboard, even though it's set to private.
  • Streamlined workflow.
  • Live agent stats.
  • Quick reporting.
Customized call scripts are already a feature and custom reports have helped tremendously, they have reduced time spent checking, what used to be, 3 different systems, and a long process. Now it is all in one place which helps out carrying out more duties done during the day to day.
I would look for a way to make reporting slightly easier but apart from that, I am happy.
Happy with dashboard and all custom features, except previously mentioned reports.
Yes - It replaced 2 or 3 systems and integrated them all into one which has massively increased workflow.

Do you think NICE CXone delivers good value for the price?


Are you happy with NICE CXone's feature set?


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?


Dashboard capabilities outside of my usual workspace. EX: I can pull it up on my tablet and keep an eye on my team all day without having to use another system or stopping what I am currently doing. This has greatly improved my workflow and allowed time for other duties which usually get taken up by looking into past behavior patterns.

NICE CXone Feature Ratings

Agent dashboard
Validate callers
Outbound response
Call forwarding
Call tracking
Multichannel integration
CRM software integration
Inbound call routing
Omnichannel inbound routing
Not Rated
Quality management
Call analytics
Historical reporting
Live reporting