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Best solution for a remote workspace
April 01, 2020

Best solution for a remote workspace

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

Overall Satisfaction with NICE inContact CXone

We use it for our Contact Center team but have it set up for us to use the product across our entire organization if need be.
  • Strong cloud-based solution.
  • Reporting and analysis.
  • Intuitive for the end user.
  • Improve CPI compliance, masking of sensitive information (automated option vs manual).
  • Improve the Tech process when submitting a ticket for trouble shooting issues.
  • WFM option that's more flexible to adapt to unique business needs and not just offer your call center legacy options.
  • Improved OKR's.
We have to white label for most of our clients, this product makes it easy to do so and improves CX.
It's intuitive and improves CX since the end-user can learn how to use the product in a matter of minutes.
We have the flexibility to slice and dice the data in realtime and historical.
Yes - Would rather not share. It was an inferior product compared to NICE inContact.
We've had some struggles with our previous TAM. Also, we've had challenges with NICE inContact with our overnight business. We have an increase of calls that are not able to be accepted by the agent when trying to answer.

NICE CXone Feature Ratings

8.7
Agent dashboard
8
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
8
Warm transfer
10
Call scripts
8
Call tracking
8
Multichannel integration
7
CRM software integration
8
8.8
Recording
9
Call analytics
9
Historical reporting
8
Live reporting
9
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated