Overall it is pretty dang good!
March 17, 2020

Overall it is pretty dang good!

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

Overall Satisfaction with NICE inContact CXone

We are using it in a number of departments to really help us connect with and understand our customer's voices, needs, and future wants. In today's market, any insight you can learn about how to better react and treat your customer base the better off you will be in the long run and we find this valuable as an organization.

Pros

  • Ease of use.
  • Dependable platform.
  • Great insights.

Cons

  • Lack of customization across different departments within the organization.
  • Hard to integrate with all tools within our department.
  • Our department has seen productivity gains.
Overall it is a good product. Not fully what we need but no product really is.
Not Sure
I would recommend CX-One when you have any type of customer-facing experience-driven product where gaining insights and having that touchpoint would be valuable. If you are not customer-facing you can find other platforms that may be better suited for your department needs. But when it comes to customer experience CX-One is very valuable.

NICE CXone Mpower Feature Ratings

7.9
Agent dashboard
7
Validate callers
9
Outbound response
8
Call forwarding
8
Click-to-call (CTC)
8
Warm transfer
8
REST APIs
7
Call tracking
8
Multichannel integration
8
CRM software integration
8
8.3
Inbound call routing
8
Omnichannel inbound routing
9
Recording
9
Quality management
8
Call analytics
9
Historical reporting
8
Live reporting
9
Customer surveys
7
Customer interaction analytics
8
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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