Manager insight
August 14, 2020

Manager insight

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

Overall Satisfaction with NICE inContact CXone

This is used by my team for daily customer contacts and we use it as admins to review the team's performance. This actually helps us in daily incoming and outgoing connections with customers, and also as managers, we can review how our team is performing and how many contacts were done in how much time. We can check if things are optimal or need more optimization.
  • Quick
  • Complete monitoring
  • Easy interface
  • User friendly
  • More out of box reports
  • Hangs sometimes for agent level
  • Sometimes asks for multiple password resets
  • Complete monitoring
  • Customer impact
  • Easy interface
It has been customized and saved in order for all the other managers to use it properly.
Very nice tool
There are a lot of out of box reports. It would be helpful to have further drill-down of reports agent-wise.
Perfectly suited for all your customer support needs

NICE CXone Feature Ratings

Agent dashboard
9
Validate callers
9
Outbound response
9
Call forwarding
10
Click-to-call (CTC)
8
Warm transfer
9
Predictive dialing
Not Rated
Interactive voice response
9
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
10
Multichannel integration
Not Rated
CRM software integration
9
Inbound call routing
9
Omnichannel inbound routing
Not Rated
Recording
9
Quality management
9
Call analytics
9
Historical reporting
10
Live reporting
10
Customer surveys
10
Customer interaction analytics
9