TrustRadius
Powerful and scalable call center solution
https://www.trustradius.com/contact-centerNICE inContact CXoneUnspecified7.827101
Bhargav Nanekalva profile photo
Updated April 10, 2019

Powerful and scalable call center solution

Score 10 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with NICE inContact CXone

One of my clients I was working with needed a VoIP solution to support their customers for general product support and issues they run into. They needed automatic call distribution based on certain criteria like language and skill-based routing. CXone is a fantastic call center solution for the enterprise since it scaled extremely well for our client. CXone setup is primarily used by their support team and operations who receive and solve customer issues. This in turn has increased customer retention and improved the brand name.
  • Efficient call distribution based on multiple criteria like language, skills and issue type.
  • Call priority based on issue severity and user type.
  • Scales really well with zero downtime.
  • Simple and fast adoption which requires less than a day to setup.
  • A fully rounded enterprise CRM.
  • Great product documentation and vendor support.
  • At times, it feels the software is running a bit slow. While it can depend on a lot of things, there are ways this can be solved.
  • AI chatbots are not as good as they should be.
  • Support for agent profiles or templates that can applied to any new and existing agents.
  • UI/UX controls doesn't look modern.
  • Improved customer retention and satisfaction.
  • Improved sales and revenues by new customer acquisitions.
  • Saved money and time by not needing to investing in buying hardware and setup.
Despite CXone having it's own issues, it's a great tool for any organization of any scale as it can be configured quickly and get started fast. It scales well and provides CRM and more efficient call distribution than any other solutions out there.

NICE inContact CXone Feature Ratings

Agent dashboard
9
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
8
Interactive voice response
10
REST APIs
10
Call scripts
7
Call tracking
10
Multichannel integration
8
CRM software integration
10
Inbound call routing
10
Omnichannel inbound routing
8
Recording
10
Quality management
9
Call analytics
8
Historical reporting
8
Live reporting
7
Customer surveys
10
Customer interaction analytics
7