NICE inContact CXone is sweet!
May 15, 2020

NICE inContact CXone is sweet!

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

Overall Satisfaction with NICE inContact CXone

NICE inContact is used across our head office team in a call center environment. The platform is used daily for customer interaction, reporting, and accountability to ensure our teams are on point and meeting customer demand. CXone is simple and reliable for our teams and management and it has become central to our organizations success in customer management.

Pros

  • Reliability - We can count on the platform daily
  • Support - The platform has great self-help and tech support when needed
  • Simplicity - The platform is very intuitive

Cons

  • I can't think of any areas for improvement.
  • Overall positive impact as we use the software for agent tracking and accountability.
It's simple. Agents like the simplicity of the platform and the management are able to dig in with many ways to support the team. The only challenge is that there is so much to learn from a management perspective to get the most use out of the platform.
Yes - Yes, the prior phone software. That is all though. The old software was not as reliable and reporting was not effective at all. We were looking for reliablity and found it in NICE inContact CXone. We've had the platform for 2 years now and can understand why you are the preferred choice for professional call center software.
NICE inContact CXone is well suited to an organization looking for reliability that has next to zero downtime. Whenever an issue is identified, the support team is in action immediately. Organizations with a smaller team will need to have a designated individual that needs to learn the ins and outs of the platform to get the most use out of it.

NiCE CXone Mpower Feature Ratings

10.0
Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
Not Rated
Interactive voice response
Not Rated
REST APIs
10
Call scripts
Not Rated
Call tracking
10
Multichannel integration
10
CRM software integration
10
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

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