NICE inContact CXone is an amazing platform!
March 24, 2020

NICE inContact CXone is an amazing platform!

Emma Vera | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE inContact CXone

The NICE inContact CXone platform is being used across our entire organization and assists us in many ways. We use it for monitoring live calls, keeping track of call history and volume, Service Level, and reports. These are some of the aspects I love and use daily. It is also used to keep track of our hours and unavailable time.

Pros

  • I love being able to easily see which agents have been sitting available for over five minutes so that we can redirect them to other responsibilities.
  • I love that emails and chats can also be integrated so that everything is answered in a timely manner and everything is handled in the same platform.
  • I love that you are able to easily force logout an agent if they are having technical difficulties or are being unresponsive.

Cons

  • I would like a mobile application that would allow me to see my dashboard while away from our workstation.
  • It would be ideal to have an information button next to the different features/sections explaining what it's used for and also have access to pre-recorded training videos on how each feature can be used.
  • I don't have any information on the positive or negative impact the platform has on our business objectives overall but I would assume it has been mostly positive as we have been using it for over 10 years.
10 for sure! NICE inContact CXone is easy to use for everyone. Agents are able to see what calls are in the queue and when a call is routed to them it appears with the script and verbiage to follow. From a management perspective, it has everything one would need to keep track of most business operations from agent performance to Service Level, everything is covered with the NICE inContact CXone platform.
Not Sure
The NICE inContact CXone Platform is well rounded and has features and options for all different types of businesses. I couldn't think of a scenario in which it would not be an asset to any and all organizations that are using it or interested in using it. Give it a try and test it out for yourself. It is such a blessing to have!

NICE CXone Mpower Feature Ratings

10.0
Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
REST APIs
10
Call scripts
10
Call tracking
10
Multichannel integration
10
CRM software integration
10
10.0
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
10
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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