My NICE inContact CXone Review
June 03, 2020

My NICE inContact CXone Review

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE inContact CXone

Our entire customer service department and operations team uses NICE inContact CXone. We use it to manage the business, answer phone calls, and for scheduling, to name a few. It has made a positive impact with our customer service team. Use of the IVR has also helped us reduce our call volume.
  • Makes scheduling easy
  • Very user friendly
  • Can customize to your needs
  • Can have latency issues
  • Be able to override scheduling rules
  • It has lowered our call volume using the IVR
  • Makes schedule easy with rules that can be put into place
  • Can have latency issues
It has had such a positive impact on our business. We can create custom reports that allow us to pull a wide variety of data. It has made reporting much easier since we can customize the report to give us the exact data we need. This is one of my favorite features.
It is very user friendly overall. There are a lot of different tabs within it but it is very easy to learn how to use a variety of the functions. Whether you are someone in the business who uses it daily or only a couple times a week it is very easy to use.
It is very easy to create custom reports. We have made over thirty custom reports and it makes it so easy to pull the right information for our business. Our real-time dashboards are also great so we can watch and manage the business in real-time. In the call center environment that is key.
NICE inContact CXone is wonderful to be used within a call center environment. It is user-friendly for all who use it. Whether you manage the business or are taking the calls, it is a great program. It is great if you have a lot of people and schedules to manage.

NICE CXone Feature Ratings

Agent dashboard
8
Validate callers
8
Outbound response
5
Call forwarding
Not Rated
Warm transfer
7
Predictive dialing
6
Interactive voice response
7
REST APIs
Not Rated
Call scripts
8
Call tracking
6
Multichannel integration
Not Rated
CRM software integration
Not Rated
Inbound call routing
8
Omnichannel inbound routing
Not Rated
Recording
9
Quality management
8
Call analytics
8
Historical reporting
7
Live reporting
Not Rated
Customer surveys
7
Customer interaction analytics
6