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.

Pros

  • Call back functionality for students in queue
  • Quick to start up
  • Very easy to transfer calls and conference

Cons

  • 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
Easy to use layout, warm transfer is easy. It has good functionality on a single screen, easy to manage day/workload.
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 Mpower Feature Ratings

7.4
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
7.2
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
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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