NICE inContact CXone will keep you in contact with your customer base
Josh kimball | TrustRadius Reviewer
Updated June 17, 2019

NICE inContact CXone will keep you in contact with your customer base

Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with NICE inContact CXone

At Orvis, we use NICE inContact CXone throughout many departments. Almost all of our departments use NICE inContact CXone as our primary method for communication with our customers as well as for contacting our vendors and shipping agents. Our sales department uses NICE inContact CXone as the only method to receive sales calls from our customers.
  • Allows easy transfers of calls between departments.
  • Includes disposition options so we may have an idea as to why our customers are contacting us
  • Can get slow to respond during busy times.
  • Freezes fairly often.
  • Often will not allow calling between departments and will require a reset to function normally again.
  • It has improved call times and interactions over just a standard calling system.
  • During peak season, it has hindered our calls by freezing or crashing due to the volume. This costs us business from customers who do not call back, and we are unable to call back since the system crashed and we lost the call history (unless it is a supervisor).
It is best suited for a business that does not have high call volume as it will freeze or completely shut down when there are a lot of calls.

NICE inContact CXone Feature Ratings

Agent dashboard
8
Validate callers
5
Outbound response
5
Call forwarding
9
Click-to-call (CTC)
4
Warm transfer
9
Predictive dialing
5
REST APIs
Not Rated
Call tracking
8
Multichannel integration
7
CRM software integration
Not Rated
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