NICE inContact CXone review
October 05, 2020

NICE inContact CXone review

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

Overall Satisfaction with NICE inContact CXone

CXone is used by the Student Advisor department as a softphone system to connect online students to the Advisor team. It allows us to manage a phone queue, respond to voicemails, and work remotely effectively as it also doubles as a staff management tool in the sense that we can record our lunch/work hours and set a status for training, meetings, etc.
  • Call back functionality for students in queue
  • Quick to start up
  • Very easy to transfer calls and conference
  • Issues with start up and when internet connectivity is low (softphone)
  • Should have ability to ring on external device i.e in headphones and through speaker
I'm not in a position that would facilitate these changes, however, as a user, the customizable features seem very handy as there were many features that were not required for my role, but the key ones are able to be implemented.
Easy to use layout, warm transfer is easy. It has good functionality on a single screen, easy to manage day/workload.
Not applicable to my role
Yes - Tele worker - tech issues too often
NICE inContact CXone is suited to dealing with high volumes of calls, transferring to other departments, working remotely. I would only suggest very small technical changes, functionality is really good.

NICE CXone Feature Ratings

Agent dashboard
8
Validate callers
Not Rated
Outbound response
7
Call forwarding
8
Click-to-call (CTC)
8
Warm transfer
9
Predictive dialing
8
Interactive voice response
5
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
Not Rated
Multichannel integration
Not Rated
CRM software integration
6
Inbound call routing
7
Omnichannel inbound routing
7
Recording
7
Quality management
7
Call analytics
7
Historical reporting
8
Live reporting
7
Customer surveys
8
Customer interaction analytics
7