An innovative company with a solid platform, just needs to improve in certain legacy areas.
Anonymous | TrustRadius Reviewer
Updated August 20, 2019

An innovative company with a solid platform, just needs to improve in certain legacy areas.

Score 6 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with NICE inContact CXone

It is being used by some departments and we are over time rolling it out to the whole company. It definitely resolves our scalability problem for our growing company. It also adds reliability in comparison to an in-house solution.
  • Availability due to them being public cloud is nice to have. As they function of AWS it assures you that they have regional backups of their platform.
  • Scalability of the platform is good. You can increase ports and decrease them on demand and cater to your high and low volume seasons.
  • The management web interface and Studio software are neat features of the platform.
  • The built-in softphone option is expensive and does not support 911 dialing out which puts call centers in a legal pickle.
  • The voice platform is not on AWS and is resilient for most the part but not fully fault tolerant. Have seen media server issues affect voice quality sometimes.
  • The screen recording software Engage is something straight out of the 90s. The interface, crystal reports, the delays. Engage side of the company is bad in products and support. The recording software does not provide 100% recording and they always have an excuse for why Engage does not work but never a solution. I have a missing screens problem open with them for longer than 3 months.
  • Positive return on investment due to ease of training and use by the customer service representatives.
  • Negative returns because missing audio and screens on our calls where our clients hold us accountable for the quality of calls and reliance with monetary means.
  • Pay per use ends up being a good deal for a growing company.
Interactive Intelligence
Cisco Express and Enterprise.

InContact CXOne is very solid as a cloud platform and has great ease of use. However, it has areas of improvements to make it better, especially the Engage side of the company should be taken out of the stone age. Look at Calabrio's reliance and support as a benchmark for recordings.
Not suited for 911 dialing and browser issues and recording.

NICE inContact CXone Feature Ratings

Agent dashboard
9
Validate callers
8
Outbound response
7
Call forwarding
8
Warm transfer
8
Interactive voice response
9
REST APIs
9
Call scripts
10
Call tracking
10
CRM software integration
8
Inbound call routing
9
Omnichannel inbound routing
9
Recording
1
Quality management
1
Call analytics
7
Historical reporting
7
Live reporting
6
Customer surveys
9