NICE inContact CXone Review
October 07, 2020

NICE inContact CXone Review

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

Overall Satisfaction with NICE inContact CXone

The NICE inContact CXone app does what is needs to do. I would really like to see a better Call History so you can search back days or weeks easily from the client app. The app crashes a good bit, just enough to make it annoying but not truly hampering productivity. I would like to see work done to increase its stability.

Pros

  • Easy to Use
  • Good team integration
  • Great tracking metrics

Cons

  • Not a very good Call History
  • Crashes often
  • Messaging is buggy
It works well enough to get the job done.
Yes - Avaya softphone X One
Google Backup and Sync, Microsoft 365 (formerly Office 365), LumApps
NICE inContact CXone works well in a call center environment.

NiCE CXone Feature Ratings

5.9
Agent dashboard
8
Validate callers
5
Outbound response
6
Call forwarding
Not Rated
Click-to-call (CTC)
7
Warm transfer
7
Predictive dialing
Not Rated
Interactive voice response
Not Rated
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
6
Multichannel integration
Not Rated
CRM software integration
2
4.3
Inbound call routing
4
Omnichannel inbound routing
Not Rated
Recording
Not Rated
Quality management
Not Rated
Call analytics
6
Historical reporting
3
Live reporting
Not Rated
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Comments

More Reviews of NiCE CXone

  1. Home
  2. Contact Center Software
  3. NiCE CXone Reviews
  4. User Review of NiCE CXone