Big fans of NICE inContact CXone
August 14, 2020

Big fans of NICE inContact CXone

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

Overall Satisfaction with NICE inContact CXone

We use Nice inContact CXone on our Patient Support center (call center), and it allows us to effectively communicate with our patients across many channels. We take advantage of everything NICE inContact has to offer including ACD call routing, surveys, Quality Management Systems, dashboards, outbound dialers, etc. We are in the process of implementing WFM as well.
  • Service and Support
  • Solution-oriented
  • Very thorough sales process
  • Quicker implementaion
  • More complex reporting dashboards
  • End-user training on Studio
  • We are much better equipped to support our patients.
  • We've experienced increased revenue due to our ability to answer more calls.
We utilize a NICE inContact partner for reporting--Clearview. This is a very effective tool and their live dashboards are completely customizable.
It's a very user-friendly tool. We would benefit from additional end-user training though.
Nice inContact reporting should be improved. As a result, we take advantage of live dashboards from one of their partners, Clearview.
Yes - Aspect - we found Aspect to be a very poor solution overall.
In my experience, there is no comparison to other Contact Center solutions. NICE inContact has everything we need to effectively manage our multi-site call centers.

NICE CXone Feature Ratings

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