Enjoying NICE CXone
November 09, 2021

Enjoying NICE CXone

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE CXone (formerly NICE inContact)

The company is using it for tracking and managing customer-facing personnel. It is being used across several departments including NICE CXone, OpEx, etc. NICE CXone addresses issues such as tracking, management, queue volume.

Pros

  • User friendly.
  • Queue view.
  • Reporting

Cons

  • Better reporting for all in one place.
  • I want to be able to customize views more.
  • On some dropdowns, it cuts off at the bottom and I can't see it.
  • It's been pretty positive from our other systems.
  • Being able to have more visibility.
Creating custom dashboards has been the biggest help.
I really like the overall usability, but I want more ways to be able to customize views and know for sure what I'm looking at.
I really enjoy the variety of reports and the help center that walks through how to use it.
Yes - Other telephony systems, reporting systems, etc.

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?

Yes

Did implementation of NICE CXone go as expected?

Yes

Would you buy NICE CXone again?

Yes

Well suited for larger businesses that have customer-facing teams.

NICE CXone Feature Ratings

8.0
Agent dashboard
8
9.2
Inbound call routing
9
Recording
10
Quality management
8
Call analytics
10
Historical reporting
10
Live reporting
8
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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