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NICE inContact Review
October 05, 2020

NICE inContact Review

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

Overall Satisfaction with NICE inContact CXone

Nice inContact CXone is being used every day in my organization. It is being used by the Customer Call center department. It is being used every day to address customer needs, and we also help solve customers' problems over the phone. If there are any issues, we contact the supervisor and they come on to address the situation better.
  • Track breaks or lunch times
  • Track your working hours
  • Accuracy
  • Status changes
  • Sometimes it freezes while using it
  • Can't change status more than twice in the same log on.
  • Calls dropped often
  • Positive: Tracking breaks or lunch time
  • Positive: Tracking the whole working time
  • Negative: It freezes
Unfortunately, I do not have those responsibilities. I am just an agent. I am limited on what I can do on shift while using Nice inContact. If I had the ability to do so, I would customize it to the fullest so us the agent can see what is our call statistic and see if we are on track.
I gave that rating because NICE inContact is a great system for a call center. It is tracking everything we do. From meetings to break times to lunchtime, and our shift times so people don't take advantage of the company. To me, it is a great tracking system. Can't complain about it.
Using NICE inContact for tracking time is one of the best options that the system has. This system is tracking everything so people don't take advantage of time and also people would get paid for the accurate time of their working shift or hours. There's no way to cheat the system.
NICE inContact CXone is appropriate and well suited for all the areas we use. We use it mostly for inbound calls. We barely do outbound calls due to the restrictions that we have. We solve customers' issues with no problem. It is less appropriate when you take a bit longer to change the status and we get logged out.

NICE CXone Feature Ratings

10.0
Agent dashboard
10
Click-to-call (CTC)
10
Predictive dialing
10
Multichannel integration
10
10.0
Inbound call routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using NICE inContact CXone

We use NICE inContact for the call center portion of the job. It is being used every day without exception. It is tracking everything I mentioned before. I do like it for what I do, but we need more time in between calls for notations.
  • Inbound Calls
  • Tracking Time
  • It freezes

Evaluating NICE inContact CXone and Competitors

  • Product Features
I am just a user and I do not make any decisions regarding what program to use.

NICE inContact CXone Implementation

NICE inContact CXone Training

Configuring NICE inContact CXone

It is just right for this type of product.
No - there is no facility to customize the interface

NICE inContact CXone Support

ProsCons
Quick Resolution
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Quick Initial Response
Support doesn't seem to care
Well for the most part, when you are experiencing issues with NICE inContact, the best thing to do is to log out, clear the browser, relaunch the system, and log back in. Then, it works with no problem. The only issue is only having 41 seconds between calls.

Using NICE inContact CXone

ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Feel confident using
Familiar
Cumbersome
  • Status Change
  • Tracking Time
  • Inbound Calls
  • Queuing Calls

NICE inContact CXone Reliability

Integrating NICE inContact CXone

Relationship with NICE inContact

Upgrading NICE inContact CXone