NICE CXone - A good value for the small to mid-sized call center environment
December 09, 2021

NICE CXone - A good value for the small to mid-sized call center environment

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

Overall Satisfaction with NICE CXone (formerly NICE inContact)

NICE CXOne is used primarily in our customer success center for tracking inbound support requests from our user community. It is the single platform for omnichannel interactions. We use its reporting functionality to train and mentor support associates using the call recording features. Also, use it to track service level metrics.
  • Dashboard view for overall visibility of the situation.
  • Call routing metrics.
  • Call recording and playback for coaching.
  • Reporting is somewhat clunky as I have found it difficult to develop custom reports.
  • Call recording retrieval is a multi-step process.
  • Salesforce connector has not been 100% reliable but has improved over time.
  • Integrated omnichannel into a single piece of software.
  • Provided a reliable platform for a remote workforce.
  • Given us the ability to monitor reps in real time and for post call analysis.
  • Given us the ability to track several key performance metrics, most notably service level across multiple departments and skillsets.
  • Easily able to move representatives between different skill groups to meet changing business needs.
We have not utilized the personalized call scripts. We have used the customized reporting functionality extensively to create reporting for our specific needs. I have found the reporting to be moderately difficult to work with but with the assistance of our super-users, have been able to get what I need. There has not been the desired piece of reportable data that I have not been able to track.
Able to use the product with little training. Somewhat intuitive. Meets our small size call center business needs.
I have found the reporting functionality to be somewhat complicated to work with. Generating the reports I need has been a challenge and required me to consult with our subject matter experts (i.e. super-users).

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?

Yes

Would you buy NICE CXone again?

Yes

Overall meets our business needs. It is a good system for a call center environment But I cannot speak to how well it scales beyond our relatively small operation (under 50 users).

NICE CXone Feature Ratings

Agent dashboard
9
Validate callers
8
Outbound response
9
Call forwarding
7
Click-to-call (CTC)
7
Warm transfer
8
Predictive dialing
Not Rated
Interactive voice response
8
REST APIs
8
Call scripts
8
Call tracking
6
Multichannel integration
9
CRM software integration
9
Inbound call routing
7
Omnichannel inbound routing
9
Recording
8
Quality management
7
Call analytics
8
Historical reporting
7
Live reporting
9
Customer surveys
8
Customer interaction analytics
8