ACD/IVR Software of Choice!
May 20, 2020

ACD/IVR Software of Choice!

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

Overall Satisfaction with NICE inContact CXone

Our company uses NICE inContact CXone across our entire organization. This allows different departments (not just Customer Service where most of the heavy work is done) to handle member inquiries while following company protocol. We use CXone in conjunction with our current CRM product, therefore, making things more streamlined and efficient.

Pros

  • Dashboard to allow various levels of management to track the service level across all support lines.
  • Ability to communicate with customers via various channels.
  • Reports offer better insight into customer pain points and the opportunities to make their experience more pleasant.
  • CXone easily integrates with our current CRM.

Cons

  • Tech support is not consistent with response time or the level of service.
  • Trying to use the outbound dialer is a BEAST!
  • Stuck agents and stuck calls require calls to tech Support which seem to happen more often than before.
  • NICE inContact CXone has provided us the ability to manage call volume across our various support lines. We can easily and quickly assign agents where resources are needed most.
For the most part, the software appears to be designed for all user types to quickly and intuitively navigate around. The ability to allow specific users different permission levels makes those who less frequently use the software not confused by all the features. That's important to encourage adoption across different departments.
Not Sure
If a company is looking for a robust ACD/IVR system, NICE inContact CXone is the software to use! Though, unless you have a dedicated person who is well-trained or has prior experience, it will be difficult to support. We love having the ability to use their professional services on-demand to assist us with the more difficult logic.

NiCE CXone Mpower Feature Ratings

9.6
Agent dashboard
10
Validate callers
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
8
Interactive voice response
10
REST APIs
10
Call tracking
10
Multichannel integration
10
CRM software integration
8
10.0
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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