If it isn't broken don't fix it. Very happy with the software.
November 09, 2021

If it isn't broken don't fix it. Very happy with the software.

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

Overall Satisfaction with NICE CXone (formerly NICE inContact)

It's great and easy to use does not glitch out as much as other systems. Even when I was first learning about it I was able to grasp the information rather quickly and with ease. Now that I am more familiar with the system I am able to navigate through it and not have to worry about getting lost or forgetting how to use it since it is so easy and simple to use.

Pros

  • Very simple not over loaded with options and tools.
  • Keeps good connection with other systems that we use to help our customer.
  • The phone controls are very easy to navigate thru.

Cons

  • Agent leg disconnects a lot so maybe update the software to not disconnect as much.
  • Sometimes I am not able to transfer calls easily it takes a few tries.
  • Makes working for my company easier and less stressful.
  • Being able to assist customers without issues.
  • It has created a very effective company.
I don't personally get to modify the equipment but when needing to get my skills changed my boss has been able to do it rather quickly were at the last company I worked for it took them a couple of days to get it working the right way. I lost almost a week of being able to perform my job duties just because we were waiting on the system.
Super easy to learn and use. I have not seen anyone not understand its overall functionality. very self-explanatory does not need much training to know where to go and to be available to take calls. at my last job I needed a good 15min just to get all the programs, I needed up and running and ready. here it takes me no more than 2min to be ready. which helps ensure I'm on time and available for my job and for my customers.
The dashboard has not given me one issue. I am able to look up my customer's info and not worry about it taking forever for it to come up. the search bar is easy to use and very useful. It cannot get more simple than that really I am able to look up a customer with any info really quick.
Not Sure

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

It's really nice coming from other call center jobs where I would have to deal with a lot of system issues that would take so much time from talking with the customer that if addressed I'm sure they would get a product and software as good working as NICE [CXone] is. I love that it is constantly kept up and updated to help maximize our time spent talking with customers instead of sitting in a not-ready status because something is wrong with the system.

NICE CXone Feature Ratings

10.0
Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
Call scripts
10
Call tracking
10
Multichannel integration
10
CRM software integration
10
10.0
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
10
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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