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Customers at my fingertips!
November 09, 2021

Customers at my fingertips!

Donna George | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE CXone (formerly NICE inContact)

NICE CXone is our main connection between the company and the customer. It is used for inbound and outbound calls.
  • Agent reports for both the individual and the company as a whole.
  • Ability to both outbound calls and outbound emails.
  • The ability to have multiple calls, and connect or transfer as needed.
  • Being able to personalize the screen a little more.
  • Being able to add personal tones for both inbound and outbound calls.
  • Being a CSR, I don't get involved with the ROI.
I do not have the authority to make these changes.
The system overall is very easy to use. Everything that I need as a CSR is right there. No need to hunt and peck to find something.
I assume they do a good job. I don't have the authority to create such reports, but I do get evaluations on my calls occasionally and they have all been 100% due to the NICE CXone system.
Not Sure

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?

I wasn't involved with the implementation phase

Would you buy NICE CXone again?

Yes

There is not one specific scenario that stands out from the rest. All calls are transitions are smooth, with no hiccups or loss of call. I have not had any negative scenarios.

NICE CXone Feature Ratings

9.7
Agent dashboard
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Interactive voice response
9
REST APIs
9
Call tracking
10
Multichannel integration
9
CRM software integration
10
9.3
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
9
Call analytics
9
Historical reporting
10
Live reporting
9
Customer surveys
9
Customer interaction analytics
8
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using NICE CXone (formerly NICE inContact)

ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • Answering each call.
  • Time spent on each call.
  • None
Yes, but I don't use it