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Great functionality.
October 08, 2020

Great functionality.

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE inContact CXone

We use NICE inContact CXone across the company. It addresses the problem of accepting phone calls from clients looking for Medicare. I really enjoy the answer feature and transfers are simple. The schedule keeper is easy to use and helps with scheduled breaks and lunches. I can also add activities in if I need to.
  • Keeping me on task with scheduled events and breaks.
  • Transfers are are easy and seamless.
  • Outages of the systems are few and far between.
  • The system could be more user friendly.
  • The system tends to crash or glitch when logging in.
  • It could use some aesthetics.
  • Helps with call routing and call volume.
  • Breaks and lunch schedules help with ROI.
  • Helps keep contacts active.
Some great features. Some improvements can be made.
Reporting is limited.
Not Sure
The systems are great for the purpose they serve. The aesthetics and charm of the sites are little or non existent. Some glitching and crashing of the sites happen and refreshing is needed often. Transferring and answering phone calls are seamless and adding activities to a daily schedule is a nice feature.

NICE CXone Feature Ratings

6.8
Agent dashboard
8
Validate callers
10
Outbound response
9
Call forwarding
10
Click-to-call (CTC)
6
Warm transfer
10
Predictive dialing
7
Interactive voice response
3
REST APIs
3
Call scripts
3
Call tracking
8
Multichannel integration
4
CRM software integration
7
9.3
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
9
Live reporting
10
Customer surveys
7
Customer interaction analytics
8
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated