NICE inContact CXone Review
October 05, 2020
NICE inContact CXone Review

Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with NICE inContact CXone
NICE inContact is being used across the business as an ACD for all our inbound call taking departments, as a dialer for our outbound sales departments, a feedback management system for our customer experience, and as a workforce management tool to ensure agents are in adherence picking up the calls presented to them from the ACD.
- Allows us to automate call routes
- To link agents to their TM across multiple NICE systems
- Quickly change skill and proficiencies for different inbound lines
- Interaction between the different systems, a shining example being Satmetrix and central (How many calls got launched?!?)
- Allow for more customization in the reporting with only 1 version of the truth
- The ability to report on transfers and where they go to
To overcome the lack of trackability for call transfers, we have built our own report to backwards-engineer where a call comes from and can there identify if the call was a transfer. We have custom scripts for times of high volume, training, and now a pandemic. We also have to build a report in CXone to run a report for the number of surveys launched based on post queue.
Not Sure