First Time Using NICE inContact CXone 1 Year Review
October 01, 2020

First Time Using NICE inContact CXone 1 Year Review

Alan Portocarrero | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE inContact CXone

We are currently using it in our Customer Experience Centers (contact centers) that support our Omni-channel retail operations - core selling, inbound/outbound calls, transact support, customer service. I use it daily to monitor our work from home agent's statuses & phone calls. It allows me to identify when they might be experiencing technical difficulties or customer service issues. As a result, I can provide support to resolve their issues sooner and before the situation escalates to something more problematic.

You can create a myriad of dashboards to display areas of focus. With NICE inContact I monitor overall productivity and drive efficiency. Because of this, I am able to keep more agents available to assist customers and reduce the call or web queue for our customers. This translates to improved customer satisfaction & increased transacts.

System-wide we can identify trends so workforce management can plan accordingly.
  • Ease of use
  • Improved productivity
  • Customization
  • Glitches
  • Improved agent availability
  • Improved customer service due to reduced wait times
  • Improved workforce management
I personally haven't had to do much customization but I see all the customized reports our team has created. So I see how useful it is to them. I don't know what kind of impact this has had on the business.

But the focus is to drive effectiveness & efficiency. And, returning from several COVID closures, our queue skyrocketed. The reports we generate helped us manage our workforce and clear our queues.
Again, it's super easy to use. I didn't get any formal training but have been able to use it for it's intended purpose. I've been able to support managers & our team to improve customer service and productivity.
I love real-time dashboards. That's how I see how our team is doing. It allows me to identify trends and communicate more effectively with our team regarding those trends. I enjoy the historical reports too. This lets me pinpoint to our agents what they need to improve on.
I haven't used other products other than NICE in Contact CXone but feel it works perfectly for my responsibilities regarding agent support and driving efficiency. I did not get any formal training but have been able to use it without encountering any hiccups. I know other associates that currently work for our organization with prior contact center experience and they love it too.

It's well suited to monitor agent statuses and to identify tech/customer issues + agent trends. With trends, I am able to identify areas of opportunity for our agents and develop them to be more effective & efficient.

NICE CXone Feature Ratings

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