NICE inContact CXone is very NICE
October 05, 2020

NICE inContact CXone is very NICE

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

Overall Satisfaction with NICE inContact CXone

I use NICE inContact CXone to review calls taken by the FIS Service Desk. It is being used across FIS either ITO or BPO Industry. It helps us measure the quality of customer service provided by technicians throughout the company.

Pros

  • Call Monitoring
  • Easy Access and well categorized reporting
  • Call listening made easier, you can listen from any phone number
  • Can access anywhere at anytime

Cons

  • All-in-one supervisor task where you can listen to the call and download the call
  • Technicians should not hear us during call observation
  • Feedback or developer view
  • Overall Call handling for all LOB
  • Affordable
  • Security in terms of call listening per LOB
NICE is accessible anywhere and the support is very responsive. It has many features and is customizable. We can create dashboards and view others' dashboards when needed. We can listen to call recording in real-time, and the call data are all captured. It is also easier to listen to calls and use other applications like 8x8 or any mobile number when needed as long as you have the option to listen.
Yes - Nice replaced the avaya cms supervisor and NICE Engage solutions in our BAU due to covid 19 pandemic. It is easier.
Avaya IX Contact Center (formerly Intelligent Xperiences Contact Center), NICE inContact CXone, NICE Engage Platform
This is a better version of NICE Engage Solutions.

NiCE CXone Mpower Feature Ratings

7.6
Validate callers
8
Outbound response
8
Call forwarding
6
Click-to-call (CTC)
8
Warm transfer
8
Predictive dialing
Not Rated
Interactive voice response
6
Call scripts
8
Call tracking
10
Multichannel integration
6
7.1
Inbound call routing
6
Omnichannel inbound routing
6
Recording
7
Quality management
9
Call analytics
6
Historical reporting
6
Live reporting
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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