7 year user, new to admin
October 09, 2020

7 year user, new to admin

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

Overall Satisfaction with NICE inContact CXone

Our company has multiple business units that utilize NICE inContact. Our Support team, Human Resources, Revenue Services, and a separate department are able to benefit from this product. They use it as the primary way to make and receive calls to clients, providers, patients, and company employees.
  • Call routing
  • Knowledge base
  • Ease of use
  • Opened support cases have recently gone untouched for weeks
  • Scripting calls can be confusing, not very user friendly
  • ROI
  • Service Level Agreement
  • Analytics on agent calls
Our platform is extremely customized--from reports to teams, scripts, to call flow. Just about anything that is asked of us is able to be implemented.
Other than scripting and finding certain places where admin settings seem hidden, this is extremely user friendly.
You can get a report on anything!
I have no experience with any other platform, and I hope that I don't. The majority of the platform is extremely user friendly, both on the agents' end and on the management side. You can set them up so that the software is almost intuitive.

NICE CXone Feature Ratings

Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
8
Predictive dialing
Not Rated
Interactive voice response
Not Rated
REST APIs
Not Rated
Call scripts
4
Call tracking
10
Multichannel integration
Not Rated
CRM software integration
Not Rated
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
9