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inContact keeps us in contact!
November 26, 2020

inContact keeps us in contact!

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE inContact CXone

NICE inContact CXone is being used by my department, as well as another department. We are able to transfer calls between representatives with ease and get the customer to the right teammate who can assist them best. We can also customize commands such as personalized keystrokes to answer and end phone calls.
  • Calls are never distorted
  • Easily navigate through team stats
  • Can listen in on teammates' calls
  • Adjust size of widget
  • Handle troubleshooting cases with IT team more efficiently
  • Adjust microphone sensitivity
  • Ability to communicate with clients and team members effectivly
  • Ability to transfer calls to different support teams if needed with ease
  • Easy to learn
The ability to display and create customized reports is an amazing feature. You can display team metrics, individual metrics, or even specific metrics on the dash board. It is helpful for team members to review their personal metrics as well as managers to review an individual's metrics. This feature is great!
NICE inContact CXone is a great tool, but like most softwares, has its own occasional problems. At times there can be delayed audio or other audio problems that can be very frustrating. Sometimes, the click to call feature puts users in a call loop where it continues to call the previous client they spoke with. Other than these issues, NICE inContact CXone is very easy to use and easy for new users to learn.
Personally, the customizable dashboard is one of my favorite features. In the past, I have used other softwares where the dashboard could not be customized or we had very minimal reporting being done. The dashboard is efficient for management and team members to review personal and team metrics.
Not Sure
We are able to navigate and review team statistics easily through NICE inContact CXone. We can also see who is on a call and we can enter the call by listening and plugging in our contact phone number.

NICE CXone Feature Ratings

7.4
Agent dashboard
8
Validate callers
8
Outbound response
8
Call forwarding
9
Click-to-call (CTC)
5
Warm transfer
8
Predictive dialing
5
Interactive voice response
Not Rated
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
8
Multichannel integration
Not Rated
CRM software integration
Not Rated
7.8
Inbound call routing
7
Omnichannel inbound routing
Not Rated
Recording
8
Quality management
8
Call analytics
8
Historical reporting
8
Live reporting
8
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated