Overall Satisfaction with NICE CXone (formerly NICE inContact)
Phone sales for insurance. First and foremost we need the system to answer calls. The system needs to be reliable and intuitive. It is vital to the company that the phone system is easy to use and works every time. There are tons of issues with NICE [CXone] which I will explain later.
- Hang up feature is clear.
- We can route by state.
- Has some color coding.
- Transfer is inconsistent.
- Has tons of issues with audio not working with zoom or teams.
- We have far more dropped calls with NICE [CXone] vs Cisco.
- Dashboard screen is soooo slow and times out often.
- We can do state by state selection now.
- Call recording is good and easy to use.
The dashboard is very helpful when it works. Pulling past calls is super easy and that saves me a lot of time vs Calabrio. Call history also has screen share which is a massive help. (although, it doesn't always pull screen for every call) The custom routing is nice cause we can do state by state instead of just whole block bins.
Yes - Cisco
Jabber
Finesse
Calabrio
Call monitoring is better and easier whereas Calabrio's was real bad we wanted to replace them cause the reporting and backside of NICE [CXone] are better in every way we can route calls by state. Productivity and working rate are better you can add in QA.
Jabber
Finesse
Calabrio
Call monitoring is better and easier whereas Calabrio's was real bad we wanted to replace them cause the reporting and backside of NICE [CXone] are better in every way we can route calls by state. Productivity and working rate are better you can add in QA.
Do you think NICE CXone delivers good value for the price?
Not sure
Are you happy with NICE CXone's feature set?
No
Did NICE CXone live up to sales and marketing promises?
No
Did implementation of NICE CXone go as expected?
No
Would you buy NICE CXone again?
No