Excellent Platform with High Reliability
April 25, 2020

Excellent Platform with High Reliability

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

Overall Satisfaction with NICE inContact CXone

NICE inContact CXone is being used by our organization for inbound and outbound calls serving end-users with their Tech Support needs. The product integrates nicely for our CRM and other backend tools and has high reliability and good voice quality.
  • Web browser-based eliminates need for supporting local installations.
  • Excellent voice quality.
  • Prompt tech support when needed.
  • Fully featured VoIP solution for a busy call center environment.
  • Latest release had bugs that were not customer call impacting (backend mgt issues).
  • Outage updates are kicked out promptly but contain little detail. Have to go to the TRUST site and therefore, frankly, an outage lasting an hour clutters teams inbox with a dozen emails providing little to no specifics.
  • Update the knowledge base of common issues and make it more readily available to individual users (versus support teams having to hunt and send).
  • Significantly reduced downtime from prior vendor.
  • Improved ability to meet SLA for our clients.
Easy to integrate and customize where needed and good support for doing so.
Very easy to train agents on use. Very low "learning curve" involved.
Yes - Replaced previous VoIP provider. I needed a more reliable platform with better support.
Specifically very good for a call center that needs high uptime and easy integration with internal systems and easy customization of call queues and IVR features.

NICE CXone Feature Ratings

Agent dashboard
4
Validate callers
7
Outbound response
7
Call forwarding
7
Click-to-call (CTC)
7
Warm transfer
9
Predictive dialing
Not Rated
Interactive voice response
8
REST APIs
9
Call scripts
9
Call tracking
7
Multichannel integration
9
CRM software integration
9
Inbound call routing
9
Omnichannel inbound routing
9
Recording
7
Quality management
9
Call analytics
9
Historical reporting
9
Live reporting
7
Customer surveys
Not Rated
Customer interaction analytics
9