NICE IS NICE!
Anonymous | TrustRadius Reviewer
September 20, 2020

NICE IS NICE!

Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with NICE inContact CXone

My company no longer uses it, but when we did use it, it helped us manage our agent's times on the phones as well as direct which skills were going where. It also helped manage our employee's time and we were able to track how long they were on calls, what types of calls they were, and average talk time.
  • Agent reports
  • Time stamp
  • Recordings
  • System not going down as much.
  • Helped us answer calls quickly.
  • Able to find recordings and assist quickly.
  • Able to change skills fast.
This is really important and I feel like your sister made this very easy. It allowed us to make a lot of adjustments, especially when we had team changes. It made it easy for us to break up our teams into different groups as well based on special skills they might’ve had, which makes it easier to manage them. I also love that you can switch between other supervisor's dashboards so easily.
It was very simple to use and training on it was very easy. We have a new system now and, though I do love our new system, I do miss the simplicity of NICE. I loved how easy it was to make reports and find call recording so fast.
This was so easy. It was really easy to track if an agent was making a mistake and the reports are very easy to run and easy to understand.
I really loved how easy it was to track exactly what an agent was doing in real-time. It’s really important that we know which skills every agent is on as well and that was very easy to find and very easy to modify. The only time it was really a struggle was when the system would go down and occasionally that would happen multiple times during the week.

NICE inContact CXone Feature Ratings

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