Great overall softphone software!
November 10, 2021

Great overall softphone software!

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

Overall Satisfaction with NICE CXone (formerly NICE inContact)

Use it daily for phone calls handling calls for the entire VA network and it works very well. It also keeps track of scheduling, adherence, call history. It also shows analytical data for the call volume and many other services that we just don't use as technicians but for just a softphone this has so many features.

Pros

  • Providing analytical data for call volume.
  • Keeps track of scheduling and adherence.
  • Has a user friendly and clean display.

Cons

  • Analytical data could be more real time unless this feature is blocked by sysadmin.
  • No other update.
I have not customized the platform any.
User friendly and clean display.

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

Not sure

Are you happy with NICE CXone's feature set?

Yes

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?

Yes

Would you buy NICE CXone again?

Yes

I've worked in call center settings for 8 years now and the best one I've used has been NICE CXone. It's all-around great in displaying your calls, handling them as well as your schedule, and being easy to use.

NICE CXone Feature Ratings

9.7
Agent dashboard
8
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
Not Rated
Warm transfer
10
Predictive dialing
Not Rated
Interactive voice response
10
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
10
Multichannel integration
Not Rated
CRM software integration
Not Rated
Not Rated
Inbound call routing
Not Rated
Omnichannel inbound routing
Not Rated
Recording
Not Rated
Quality management
Not Rated
Call analytics
Not Rated
Historical reporting
Not Rated
Live reporting
Not Rated
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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