NICE inContact CXone Review
May 08, 2020

NICE inContact CXone Review

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

Overall Satisfaction with NICE inContact CXone

This product started off being used in our Customer Care/Tech Support department and we have since expanded to IT helpdesk and NOC.

Our dispatch department has started using this product as well and we are increasing the number of employees each year.

The problem that it addresses is the need for our call centre and it allows us to gather statistics that we relay back to the CTRC. We need to adhere to certain standards and this product line allows us to manage the call flows, statistics, and many of the inter-group interactions within our company. We use a soft client on our computers and we have evolved over the years on how we use the system. We have implemented chat features and we are currently working on voice recognition.
  • Call Flows are easily managed
  • Statistical data is very well groomed
  • We can make IVR changes at any time
  • Back end programming is not very complicated
  • Easy to manage outages through the IVR
  • Support hours are usually not used because of the lack of understanding by the support team
  • Communication to our company could be better relating to work being completed
  • Cost of doing business could be looked at
  • We are able to adhere to CRTC standards.
  • We are able to manage our teams to be more productive due to the stats.
  • We are able to properly staff based on the historical data we receive.
We love the reporting at my company. It has been great to be able to provide our CEO and Board stats for our call centre. We have been able to serve our customers for the last 10 years on this platform and we have received some great feedback. We adhere to the CRTC rules and we are able to support the rest of the company during outages by comparing statistical data and business customer feedback.
The departments that have been using this system have been giving great reviews on the importance of managing their staff's time and the ability to report. This product has very good reports that can be pulled off at any time. Because of the usefulness of this product, more and more departments are joining in.
We use reporting all the time and they help manage the staff, find out when our peak times are and how to manage scheduling. We are currently working on providing some more workforce management tools to the team and take the experience further. We have been relying on the report since the first day and it's one of the main reasons why we switched over to NICE inContact CXone in the past.
Yes - We replace our previous call distribution software with inContact because we felt that reporting wasn't very clean and it was difficult for our IT staff to manage because it was an internal solution. inContact is a hosted solution and it better suits the need of our whole organization, from a support standpoint and a functional standpoint.
I believe for any call centre needs, NICE inContact CXone is very good. The reporting is very clean and the boards that we are able to use to display statistics get used every day. I feel that the back end is easy to manage. The only improvement that I suggest is to continue to build on the skill set of their support staff. I find that most issues have to be escalated to other teams due to the inability of front line staff to fix.

I do believe that NICE inContact CXone does a good job allowing the computers to work from remote locations as well. Due to the COVID-19 pandemic, a lot of our users are working from home and the system still allows us to manage our teams remotely.

NICE CXone Feature Ratings

Agent dashboard
Outbound response
Call forwarding
Warm transfer
Interactive voice response
Not Rated
Call scripts
Call tracking
Multichannel integration
CRM software integration
Inbound call routing
Quality management
Call analytics
Historical reporting
Live reporting
Customer surveys
Customer interaction analytics