Great system!
Updated August 31, 2020

Great system!

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

Overall Satisfaction with NICE inContact CXone

NICE inContact CXone is used within the information and referral team to answer calls. We are currently working from home and the process has been quite smooth to transition from office use to home use. Management will use the software to supervise, track the number of calls received in one day, and other similar metrics. The dashboards allow us to see productivity and how the staff is doing, how long they are on the phone, off the phone, etc.

Pros

  • Dashboards
  • Ease of call monitoring

Cons

  • Calls will sometimes drop when transferred between one agent and another
  • Monitoring tools makes us aware of contacts received
  • Call recording helps with quality assurance
We are very satisfied with the tools and we are exploring ways to use even more of its features.
Not Sure
NICE inContact CXone is well suited for call centres with various staff. It is better suited when complex transfers are not required. If a service needs to regularly call out to 911, then this might not be the most appropriate software to use as three-digit transfers can't be done. Otherwise, quality and functionality are appropriate for small to large call centres.

NICE CXone Mpower Feature Ratings

8.4
Agent dashboard
9
Outbound response
9
Call forwarding
6
Warm transfer
8
Interactive voice response
9
Call scripts
9
Call tracking
9
9.2
Inbound call routing
9
Recording
10
Quality management
9
Historical reporting
9
Live reporting
9
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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