Reliable. Innovation. Quality.
December 04, 2021

Reliable. Innovation. Quality.

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

Overall Satisfaction with NICE CXone (formerly NICE inContact)

I currently use NICE [CXone] to manage the Sales Team that I'm managing. I pull up my dashboard on a daily basis to monitor their productivity, to barge and listen to their calls every now and then, and I pull up historical reports and recordings as part of 1:1 coaching conversations.

Pros

  • Real time reports
  • Easy to setup your customized dashboard
  • Robust reporting with about 300 metrics that you can utilize

Cons

  • There's nothing that I can think of right now.
  • Our agents are now more proficient and productive with their day-to-day tasks
  • More calls + More fruitful conversations with their customers = Business revenue
  • 30% more efficient after implementing the auto dialer to our outbound team
I like the real-time dashboard, seeing the activities of my team. That is our basis for their daily attendance and their dials and talk time as part of the outbound sales team. I set certain threshold/parameters for each disposition that I set for them as my guide to ensure that we're maximizing their productivity.
I believe it's the best out there. With 99.99% uptime and has a build-in redundancy, this gives us the confidence that the platform is secure and reliable.
Everything is reportable and are accurate. This gives us enough data to get back to our teams and review their performance during our 1:1 coaching sessions with them.

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?

Yes

Did implementation of NICE CXone go as expected?

Yes

Would you buy NICE CXone again?

Yes

Whether you're managing a sales team, customer service, booking services, or collections, NICE CXone is a great tool to measure agent productivity. It's a versatile product to manage pretty much any metrics that you're looking for in a contact center solution. With about 300 metrics, you can customize it based on how you want agents to be measured. These are all reportable and can be automated as well which is a good thing.

NICE CXone Feature Ratings

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
REST APIs
10
Call scripts
9
Call tracking
10
Multichannel integration
10
CRM software integration
10
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

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