Overall Satisfaction with NICE CXone (formerly NICE inContact)
We use it to filter our inbound and outbound calls to our customers. It works quite efficiently and we have many functions that we can use for it. It will let us know how many people are logged on for calls as well as how many people are in the call queue. It is also nice because we can add filtering options for the lists so it makes it easier for customers to be sent where they to go so it ends up creating less movement and having a customer on hold less.
- Filtering calls
- Multiple list functions
- Can display the call queue
- Easy to use functionality
- We need a secondary auto dialer to use it
- Different colors as red and blue do not clash well
- The ability to customize things a bit more
- Have the exact number instead of showing 99+
- Cannot see more than 100 people calling will show 99+
- Better and user friendly than others
- Easy employee set up
Managers are able to add and subtract lists based on business needs. Our managers can use it to track our productivity as well as be able to listen to make sure that our calls are meeting company standards and it makes it easy for them to do all of it with this system.
It is super user-friendly, when it comes to business products if something is not user-friendly it makes it really hard to want to use long-term when no one can figure it out. NICE CXone is super user-friendly and all of the employees love how easy it is for us to get going and running for our day.
We have so many dispositions that we use for each department to be able to track where everyone is and make moves accordingly. There are also custom lists for inbound and outbound callers so they get filtered accordingly which then in return keeps our customers happy as well. Overall the customization is a real strong point.
Do you think NICE CXone delivers good value for the price?
Are you happy with NICE CXone's feature set?
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?
It is perfect for call center or customer service-based jobs. I would say out of all the customer service jobs I have had, this is the most user-friendly to be able to take calls through. This gives the options to disposition into several different areas and gives the ability to have that many dispositions.