Review of Incontact CXone
April 24, 2020

Review of Incontact CXone

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

Overall Satisfaction with NICE inContact CXone

It is being used by 2 different divisions in our company. Being able to have one consistent phone number and allowing users to be able to use any phone to access it. Additionally we can run reports allowing us to have additional insight into how successful those groups are and to address any concerns.
  • Able to use any phone work, cell, home without number being publicized.
  • In-depth analysis of reports.
  • Better able to manage staff.
  • Outages cause a real problem, no redundancy.
  • Some reports are a bit difficult to run.
  • Making changes to system can be lengthy to have support execute.
  • Costs are on the high side.
  • Good product does what we purchased.
  • Minimal integration with our newer applications.

We have used the customized reporting which is helpful in managing our support staff.

It also comes in handy when addressing questions from senior management and how successful it has been.

We have used the personalized call scripts which addresses questions for callers. We have also used the custom holiday scripts to address questions on holiday schedules.

It works relatively well. However, it is somewhat complex for the new hires and how they understand it.
Works very well, but it can be complex for finding more specific details.

Allowing access from any phone is a huge advantage when office telecom goes down enabling cell phone to be used. During coronavirus support staff able to use home phones as well.

Tech support can have a lengthy wait to have changes executed. This is usually for significant changes, minor changes go through reasonably well.

NICE CXone Feature Ratings

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