Quality with NICE CXone
November 09, 2021

Quality with NICE CXone

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

Overall Satisfaction with NICE CXone (formerly NICE inContact)

My department uses the NICE CXone system to accept inbound calls and create outbound calls to our providers. The software is also used to track employee work hours, break, and lunchtime. For example, the system logs when we sign in and clock out for the day. We can also view the work status of our fellow employees; the system will reveal if a fellow employee is in an "available" or "unavailable" status.
  • Speed
  • Quality
  • Troubleshooting
  • Customer Service
  • I had some issues with the MAX agent. When receiving an inbound call, I would select the "accept" button and the system would remain frozen. I had to clear my cache and complete some troubleshooting steps several times before the system began to work again.
  • The software could be better if the main website included some basic troubleshooting steps as well as common issues and how to fix them.
  • Oftentimes, my department will provide information regarding fixing the MAX agent if we have issues. I think a better line of communication between departments and NICE CXone would also be beneficial.
  • Effective communication.
  • Product quality.
  • Time management.
This question does not apply as I am an employee and not the manager/administrator.
I would rate the usability a 9. Overall, the process with the MAX phone system has been rather smooth. Although I experienced minor technical issues, the troubleshooting steps that my department used were easy and turned out to be successful. Occasionally we experience minor hiccups, but it isn't anything too troubling or difficult to fix.
I did not rate this feature because as an employee I do not have the reporting functionality. I only use the phone system to make and accept inbound calls.

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

Not sure

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?


Currently, my department has an extremely low call volume. In the past, I worked for a different division that also used NICE CXone and the volume of calls was higher and the office was much busier. In my experience, the phone agent had more glitches and errors when working in a busier office. Unless this issue could be resolved, I think the phone system is better suited for a smaller less busy office environment.

NICE CXone Feature Ratings

Agent dashboard
Validate callers
Outbound response
Call forwarding
Click-to-call (CTC)
Warm transfer
Call tracking
Omnichannel inbound routing
Not Rated
Quality management
Call analytics