It's okay.
November 04, 2021
It's okay.
Score 5 out of 10
Vetted Review
Verified User
Overall Satisfaction with NICE CXone (formerly NICE inContact)
NICE CXone is being used as a replacement softphone provider for our previous across the whole organization. Unfortunately, things haven't worked out the way they planned and a few months later we're still using the old softphone provider as a backup for chats and emails. When it comes to calls we still have issues with various client names not showing up on calls, outbound calls dropping sporadically, and various instances of agents having to log out and back in to regain basic functionality. When it works it's fine.
- Does not require copious add-ons for the end user.
- Has a nice interface.
- Calls dropping.
- Client names don't appear consistently on inbound calls.
- Would like to see full browser tab functionality rather than it being a window I have to move around 4 monitors.
- Have to use two softphones at once (negative).
- Client names do not consistently appear on inbound calls (negative).
- Calls are dropped on outbound sporadically (negative).
Whisper prompts that appear when the client first calls. They don't always work.
Yes - Five 9, which was better
Do you think NICE CXone delivers good value for the price?
No
Are you happy with NICE CXone's feature set?
No
Did NICE CXone live up to sales and marketing promises?
No
Did implementation of NICE CXone go as expected?
No
Would you buy NICE CXone again?
No