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It is adequate
May 11, 2020

It is adequate

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE inContact CXone

It is used to manage the phone workloads across our customer service teams. It sets team roles, handles queueing, etc.
  • Phone connections are great
  • Very customize-able roles
  • API is poor
  • Data exports really struggle - low limits
  • Cannot pull historical agent states via API
The interface of the web service is very clean and easy to navigate.
Many of the reports are just Excel downloads and you are not able to extract the same data via API. If you want to, you make one request to create the file and a second to download it (but you do not know when it is finished being created).
Not Sure
NICE inContact CXone gets the job done but if you need to export a lot of data to build a warehouse elsewhere, there can be problems. Not all reports are available via API and API is slow to update and has low record limits.

NICE CXone Feature Ratings

5.7
Agent dashboard
Not Rated
Validate callers
Not Rated
Outbound response
Not Rated
Call forwarding
Not Rated
Click-to-call (CTC)
Not Rated
Warm transfer
Not Rated
Predictive dialing
Not Rated
Interactive voice response
Not Rated
REST APIs
6
Call scripts
Not Rated
Call tracking
Not Rated
Multichannel integration
5
CRM software integration
6
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
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated