EXTRA! EXTRA!! Know all about it!
August 26, 2020

EXTRA! EXTRA!! Know all about it!

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

Overall Satisfaction with NICE inContact CXone

We use NICE inContact CXone in my department only. It has addressed so many problems that we previously had with the phone company we were using before. It also provides us with reporting features that we are able to use so that we are in line with our company goals and better able to provide feedback to our CSRs.

Pros

  • Having a Technical Account Manager readily available, who we meet with on a weekly basis and who updates us as she's updated
  • When there is an issue, they are constantly providing updates as the issue is being worked on and this helps their users give better direction as we try to help our members.
  • They have so many wonderful features, there hasn't ever been a request of ours that they cannot fulfill. It's wonderful!

Cons

  • Often, when you have an open case, and then you're directed to call tech support, they don't have access to your case so you have to explain the issue again.
  • Some features are a little hard to use because they are outdated. It'd be nice to see a more modern look to their features.
  • We have our chat feature that runs through inContact, and my agents must have their Max screen where they can see a chat come through because there is no beep or notification sound that alerts them a chat came through as it does for calls. We've been told it can't be done. It'd make a major difference for us if it was possible.
  • Positive: it's allowed us to give feedback to our agents and vendors through the data we are able to track in the reporting feature, so it helps us be accountable and hold agents accountable, really helping drive our goals.
  • Positive: when there is an issue or outage that affects our area, they are in constant contact with us so we are still able to fulfill our daily business needs.
We've created multiple different reports that are automatically sent out to our agents on a daily basis. Being able to do this has had a major impact on our business because our agents know where they can improve after seeing their reports, and they do better the very next day. We've also customized our dashboards so that we are able to watch our queues live, and make sure agents are in compliance throughout the day.
I give this rating because in the years we've used them, I haven't had real issues with using NICE inContact CXone. If there has been an issue, it's addressed and handle in a timely manner. Problems have't recurred, so I know when they address it the first time, it's being fixed for the long run. It helps us as a business be able to function better and be more successful.
We've really been able to customize each of our reports and provide exactly what we need and expect from our agents who are receiving those reports. It makes it easier for us to expect the best from them knowing these reports tell them what areas we are looking at and where they stand on the path to those goals. We all win when we are able to be on the same page, and customized reports and real-time dashboards, help with this.
Yes - I wasn't managing this department. I'm unsure what the previous product was.
I can say with confidence that for any call center, NICE inContact CXone will always be appropriate. It will make that big difference you are looking for in reporting and quality in calls.

NICE CXone Feature Ratings

10.0
Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
10
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
Call tracking
10
Multichannel integration
10
CRM software integration
10
9.6
Inbound call routing
10
Omnichannel inbound routing
10
Recording
9
Quality management
9
Call analytics
9
Historical reporting
10
Live reporting
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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