1. Home
  2. Contact Center Software
  3. NICE CXone Reviews
  4. User Review of NICE CXone
My NICE inContact CXone Review
October 06, 2020

My NICE inContact CXone Review

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE inContact CXone

We use it by taking inbound and making outbound calls.
  • Easy to take outbound calls
  • Easy to manage/see what other employees are working on
  • Easy to manage switches
  • Better call quality
  • Connection issues have been a problem
  • Inconvenience when the system crashes
  • Call dropping
It helps in managing who takes what calls in our department.
I rate it an "8" because of the many system issues we have had, such as when the call drops or there is dead air on a call.
I love the dashboard. It helps with keeping track of calls.
Not Sure
Avaya Call Center Elite (formerly Aura Call Center Elite)
NICE inContact CXone is well suited for any inbound or outbound call. It is an inconvenience when the calls drop or there are system issues.

NICE CXone Feature Ratings

8.3
Agent dashboard
8
Validate callers
8
Outbound response
8
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
5
Call tracking
8
Multichannel integration
8
9.1
Inbound call routing
10
Recording
9
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer interaction analytics
5
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using NICE inContact CXone

12 - Customer service
  • Quick transfers
  • Managing calls
  • No landline
  • Would like to use it after going back to work in person

Evaluating NICE inContact CXone and Competitors

  • Product Features
  • Product Usability
Call report; easy to use
I wouldn't change it.

NICE inContact CXone Implementation

NICE inContact CXone Support

ProsCons
Quick Resolution
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support cares about my success
Quick Initial Response
Need to explain problems multiple times
Yes - Dead air calls kept coming in.

Using NICE inContact CXone

ProsCons
Like to use
Relatively simple
Easy to use
Well integrated
Quick to learn
Feel confident using
None
  • TRANSFER
  • DIAL OUT
  • CONFERENCE CALL
  • SEARCH FOR THE CORRECT DEPARTMENT