Try It, You Will Be Impressed
March 29, 2020

Try It, You Will Be Impressed

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE inContact CXone

We use NICE CXZone as the method for agents to jump on and answer calls. I like this system over anything else I have seen, as an agent can jump on quickly to grab a call without multiple systems and passwords to slow you down. Real-time access and timekeeping are essential. I would recommend others to try this product. What have they got to lose? My guess is you will never go back to other systems.
  • Quick access without lengthy passwords and login time.
  • Handles time keeping and call handling well.
  • Ease of use I haven't seen anything better.
  • Design: graphs could look more modern instead of old block style.
  • Time lag sometimes in switching categories.
  • Sometimes it just creates an error and bumps you out.
  • Better notification if you have been logged off of the screen isn't in front you may not notice.
  • Agents can answer calls quickly.
  • Easy access not multiple log ins or passwords.
  • Helps with call reporting.
Not sure of that aspect but we have used the reporting structure to aid us in getting much-needed reports.
I haven't seen anything better.
I like the ability to quickly get data for my reports.
Suited for quick access agents can jump on instantly to quickly reduce call volume. Less appropriate: Messaging sometimes stalls you from switching codes and then you get logged off. Being able to switch your code should take priority over recognizing a message.

NICE CXone Feature Ratings

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