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Great for call centers, especially working from home
October 08, 2020

Great for call centers, especially working from home

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

Overall Satisfaction with NICE inContact CXone

We use NICE inContact to receive calls from our customers. The whole organization is using it, especially now that we are working from home.
  • The quality of the calls is very good.
  • The interface is very user friendly.
  • Very organized to keep track of breaks and lunches.
  • I do no see any issues.
  • Positive impact is that we don't have to worry so much about dropped calls.
Our management team has done a great job of adding the scripts and phone contacts to make our jobs easier.
The usability of this program like I have said in most of my review is it is very user friendly.
Management is able to receive reports of everything that we do.
Not Sure
Transferring calls or conferencing calls works without any confusion. NICE inContact is very user friendly. I'd recommend it for any office to use as their main form of communication.

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
Not Rated
Interactive voice response
Not Rated
REST APIs
Not Rated
Call scripts
10
Call tracking
10
Multichannel integration
Not Rated
CRM software integration
Not Rated
10.0
Inbound call routing
10
Omnichannel inbound routing
Not Rated
Recording
10
Quality management
10
Call analytics
10
Historical reporting
Not Rated
Live reporting
Not Rated
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated