NICE performs, well, nice. Great product.
April 16, 2020

NICE performs, well, nice. Great product.

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

Overall Satisfaction with NICE inContact CXone

[NICE inContact CXone] is our primary contact center application. Also used to manage call volume on Support Desk. It offers the ability to measure call volume and determine proper staffing needs. Our current contact center application partners with additional 3rd party applications to analyze call volumes and recording. Recordings are used to monitor customer satisfaction. Support teams currently use the application to divert calls to the proper resources.

Pros

  • Speed to call management
  • Call monitoring and reporting to leads
  • Online monitoring of call volumes

Cons

  • Application availability has greatly improved in the past year.
  • Availability of support teams during periods of issues. This has also improved.
  • Call assessment very positive.
  • Time-per-call management is a great asset.
  • Support can be taxing during busy times.
Easy to navigate, train and implement.
Great call center application. It also works well with our helpdesk associates. We have found the measurements to be an enormous time saver when evaluating associate performance and time per call. We have established a commission schedule based on sales and support results versus the amount of time spent per call. Our assessment has been quite positive.

NICE CXone Mpower Feature Ratings

7.8
Agent dashboard
8
Validate callers
9
Outbound response
7
Call forwarding
7
Click-to-call (CTC)
8
Warm transfer
9
Predictive dialing
8
Interactive voice response
8
REST APIs
7
Call scripts
8
Call tracking
9
Multichannel integration
7
CRM software integration
7
7.7
Inbound call routing
8
Omnichannel inbound routing
7
Recording
8
Quality management
6
Call analytics
8
Historical reporting
7
Live reporting
8
Customer surveys
9
Customer interaction analytics
8
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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