It is so nice to have NICE!
October 02, 2020

It is so nice to have NICE!

Mhatet Ramos | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE inContact CXone

NICE inContact is being use as our communication tool to contact our clients/customers. It is being used by multiple departments of FIS GLOBAL Solutions. NICE serves as our day to day tool in receiving calls from customers who are having issues with our services. We also use NICE in making outbound calls in case we have to contact our clients for additional information. NICE is user-friendly. It doesn't complicate communicating with the clients.

Pros

  • NICE is not a software that you have to install on your PC. It is accessible through a browser.
  • NICE can easily recognize the microphone, so no need to configure or change any settings to your PC.
  • You can see the status of your team if they are logged in or logged off.
  • NICE registered the phone number, so if a call got disconnected you can always call back.

Cons

  • I hope there is no downtime for the URL since it requires to log-in every time.
  • You also need to log-out and log-in since sometimes the agent leg is not connecting.
  • I hope there is a mobile app for NICE that we can install.
  • I hope we can change the volume of the ring since it is low.
  • Since NICE is a cloud base, it is cheaper since there is no need to install any software.
  • The customer experience is great since it is easy to make calls.
  • Great service, aside from the fact that it also has a recording that the Quality Analyst can listen to in case of any escalations.
For me it is a 10; NICE is user-friendly. NICE is cloud-based so you can easily access it as long as the Internet is good. The GUI is easy to navigate. You can create your own dashboard. The recordings are clear. You can monitor your team's status as well as the calls in the queue. I highly recommend NICE inContact.
Jira Service Desk, Microsoft 365 (formerly Office 365), Microsoft Teams
There are times that calls have been disconnected and its a good thing is that NICE registered the number used by the caller so I could always call back the customer with no problem. There is also a history of the calls made so it is easy to track. NICE GUI is very easy to navigate. You can easily pull up the reports, you can create your own dashboard, and can monitor the queue as well.

NiCE CXone Mpower Feature Ratings

10.0
Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
REST APIs
10
Call scripts
10
Call tracking
10
Multichannel integration
10
CRM software integration
10
10.0
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
10
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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