Savior during Covid
November 04, 2021

Savior during Covid

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

Overall Satisfaction with NICE CXone (formerly NICE inContact)

FIS is using NICE [CXone] to make and receive calls to their customers. We are using it in many processes. It is being used in Chex, Zelle, and Vodafone. I am a Senior Business Analyst so I extract data from the NICE CXone web application. I make reports using the Custom Reports and Data download tab. It is a very easy-to-use product and can be used from home in Covid. Previously we had Avaya and it was difficult to use because it was a landline.
  • Made work from home easy - We just have to login and start calling - No landlines.
  • Easy to extract daily, monthly reports from NICE [CXone] web app.
  • Easy to monitor agents online - who is logged in and who is not.
  • Fast and reliable - Just need internet.
  • Sometimes it shows that call is connected but there is no voice from another side for a few seconds.
  • Hard to create custom report using parameters - too many parameters.
  • Pre defined reports needs to be added into the web app.
  • It is surely recommended to every process within FIS.
  • We are able to run business in Covid - Work from Home.
  • Saved a lot in phone maintenance and wiring.
Yes, I have been making and using the Custom Report scripts but in my opinion, it should be easier to use. It is very difficult for new users to create personalized reports as they have to understand the complete web app. There is no help in preparing customized reports.
I think NICE [CXone] is power-packed and has everything which a calling company should have. We have the ability to monitor live advisors, we have the ability to make and receive calls. We can also create reports and see daily, monthly, weekly and yearly performance. We do not need a landline to use NICE [CXone.]
I have a complaint regarding making custom reports. It is not very easy to make reports. We need to understand which fields we need to add to make a report. There are 100s of parameters in which anyone can get confused while selecting them. Real-time dashboards are fine. We have everything to look at. Exporting reports are easy but they are too heavy and take time to load.
Yes - Absolutely. NICE [CXone] has out-parked Avaya completely. We have transitioned from Avaya to NICE [CXone] within 1 day which is really amazing. From day 2 we started making reports and sending them to operations. When Covid hit it was difficult for us to take calls using Avaya. Thankfully we have NICE [CXone] back then.

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?


Did implementation of NICE CXone go as expected?


Would you buy NICE CXone again?


Best in Working from Home - In Covid situation, we cannot carry landline phones so we just connect with headphones and start calling. It is less expensive than other phones. We do not have to carry the calling device. Bad is when the internet is down or slow then calls do not connect or have ping issues in calling.

NICE CXone Feature Ratings

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

NICE CXone (formerly NICE inContact) Support

Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Support understands my problem
Support cares about my success
Difficult to get immediate help
To resolve any issue quickly. We require to send hourly reports as well to Operations and when we cannot send them then it affects our customers. That is why we need immediate premium support.
Whenever the help was required during COVID and when we were setting up nice in FIS they were always available.