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Must-have product for call queues!
October 07, 2020

Must-have product for call queues!

Sheena Bergeron | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE inContact CXone

We use NICE inContact CXone across our entire organization for our call queues. It helps us address issues with call communications, performance, and task organization.
  • Connects our clients and donors to us efficiently
  • Transfers between departments
  • Creates detailed reports
  • Occassionally have issues with connections
  • Dropped calls
  • Sound issues
  • Work performance
  • Queue assignment handling
  • Turn around times
We use it frequently to view or create reports based on individual and team performance and workload. It has helped us increase our productivity.
This software is very user friendly.
The customization and reporting we are now able to do have made our daily tasks much easier to work.
Yes - Avaya phone system, manual Excel reporting
It is well suited for our organization because we are able to monitor our call volumes better and create employee reports for performance.

NICE CXone Feature Ratings

10.0
Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
REST APIs
10
Call scripts
10
Call tracking
10
Multichannel integration
10
CRM software integration
10
10.0
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
10
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated