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Great Product solution for Telephone systems
November 04, 2021

Great Product solution for Telephone systems

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

Overall Satisfaction with NICE CXone (formerly NICE inContact)

We utilize NICE CXone Across our entire organization for our Sales and Support Teams. It solves our inbound and outbound call queueing and reporting needs.
  • IVR's for automated routing of calls to the correct representative.
  • Easy tracking of productivity through reports.
  • Easily move Reps to different teams as the business need arises.
  • More Detailed Reports, Currently the information is not ideally displayed when using the default reports.
  • Tighter SLA management. Currently, I get penalized for calls that come in out of hours of operation.
  • NICE CXone made training simple and straightforward for all customer-facing reps at our company.
We have Created Custom Reports for productivity tracking, Queueing, and particular portions of our SLA requirements.
There is a bit of a learning curve at first and you really have to dig to find the reports you need but once you have what you need it is simple to reproduce.
Very Solid, it is all about reading through the documentation to figure out what you need then save it so you can run it again or modify it to reproduce the report you are looking for.

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?

Yes

Did implementation of NICE CXone go as expected?

Yes

Would you buy NICE CXone again?

Yes

If you are looking for a reliable enterprise-level suite of call tools NICE CXone is a great operation it has a small learning curve but can be a great tool if you want to migrate everyone to a single call center system.

NICE CXone Feature Ratings

10.0
Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
REST APIs
10
Call scripts
10
Call tracking
10
Multichannel integration
10
CRM software integration
10
10.0
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
10
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated