My NICE inContact CXone Review
Updated October 21, 2020

My NICE inContact CXone Review

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

Overall Satisfaction with NICE inContact CXone

My company uses NICE inContact daily to answer all of our calls and communicate with other employees. We rarely have any problems and enjoy using the product.

Pros

  • Easy to use
  • Very few technical problems
  • Support is available for help
  • Great contests offered

Cons

  • The only problem I have had is when I have to change my password, I get an error message and am not able to reset it on my own.
  • I don't know about this. I am a user.
It's a great product with very few issues.
Not Sure
The calls are clear and I am alerted when they are coming in. I can set the type of call easily, but it disappears too quickly and I am not always able to do it fast enough. The length of time should be extended because after a call there is a lot to write up, and you can always get to the inContact window very quickly. There should be one window for the application and not two on two different screens.

NiCE CXone Mpower Feature Ratings

8.0
Agent dashboard
8
Validate callers
8
Outbound response
8
Call forwarding
8
Click-to-call (CTC)
8
Warm transfer
8
Predictive dialing
8
Interactive voice response
8
REST APIs
8
Call scripts
8
Call tracking
8
Multichannel integration
8
CRM software integration
8
8.3
Inbound call routing
9
Omnichannel inbound routing
8
Recording
9
Quality management
9
Call analytics
8
Historical reporting
8
Live reporting
8
Customer surveys
8
Customer interaction analytics
8
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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