My thoughts using NICE CXone for customer service and sales.
November 10, 2021

My thoughts using NICE CXone for customer service and sales.

Oscar Gaitan | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE CXone (formerly NICE inContact)

Our organization utilizes the tool of NICE CXone to make and receive calls from our customers looking for excellent customer service, sales, offers, general questions, and solutions to their inquiries. NICE CXone is of great help in receiving and attending all the aforementioned calls, used by all of our departments.
  • Easy to use.
  • Provides detailed call information.
  • Includes great call resources.
  • Issues transferring calls.
  • Slow at times.
  • Could include more features, like a mute button.
  • Allows us to provide excellent customer service.
  • Allows us to follow up on sales and make commitments to each caller.
  • Problems transferring calls makes callers uneasy.
The ability to customize and adapt the software to your organization's needs is what we appreciate most about NICE CXone. This gives us the flexibility to adapt to each customer and provide the best solutions depending on the issues at hand. We have extensively customized the software to best suit our needs.
Overall NICE CXone is simple, effective, and flexible. It suites our needs for providing sales and customer service without many drawbacks. As for any issues, the only things we believe can improve are some technical issues such as when transferring calls or receiving callbacks; at times these fail to reach the client.
The reporting capabilities of NICE CXone are great overall. While some extra features could be included here and there, in general, there is not much room for improvement in this area. The ability that NICE CXone provides to create customized reports is something everyone in our organization utilizes and appreciates very much.

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?

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

NICE CXone is a great tool for providing customer service solutions, sales, and general information to our clients. I have been using NICE CXone since the very beginning of the time in my job and continue to use it. We provide sales and customer service so for us there is nothing where it isn't well suited.

NICE CXone Feature Ratings

Agent dashboard
10
Validate callers
8
Outbound response
9
Call forwarding
7
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
9
Interactive voice response
9
REST APIs
9
Call tracking
10
Multichannel integration
8
CRM software integration
9
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
9
Live reporting
9
Customer interaction analytics
10