There is a reason they called it NICE
March 08, 2022

There is a reason they called it NICE

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with NICE CXone (formerly NICE inContact)

Having recently moved to Nice in Contact, I am happy to say that it has met all of our needs for Inbound, Outbound Voice, Web Chat, and Email. Our Agents found it very simple and it has a user friendly interface that doesn't require much training to use.
  • Inbound call management
  • Being able to queue Emails is amazing. Agents don't get to cherry pick emails anymore. Our members have noticed their questions are answered quicker as a result.
  • I have seen a few instances of calls drooping and its a bit hard to find the logs to troubleshoot.
  • As a cloud service primarily supported by staff in America, sometimes it's hard to get speedy support.
We implemented a after call survey that can be reported on almost live (few seconds) has been a great help to understanding member sentiment.
The end user interface is very easy to use and doesnt need much training.
The reports are adequate
Yes - We moved from on-prem to the cloud and at the time NICE was the best omnichannel option

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

Having the ability to queue E-mail and take them out of Outlook, so agents can not cherry pick their emails has been greatly received by our members. Their questions are answered much faster and the agents are learning more as a result. It's a win-win for everyone.

NICE CXone Feature Ratings

Agent dashboard
8
Validate callers
8
Outbound response
8
Call forwarding
8
Click-to-call (CTC)
8
Warm transfer
8
Predictive dialing
8
Interactive voice response
8
REST APIs
8
Call scripts
8
Call tracking
8
Multichannel integration
8
CRM software integration
8
Inbound call routing
8
Omnichannel inbound routing
8
Recording
8
Quality management
8
Call analytics
8
Historical reporting
8
Live reporting
8
Customer surveys
8
Customer interaction analytics
8