Useful, but needs to be consolidated
October 09, 2020

Useful, but needs to be consolidated

Anonymous | TrustRadius Reviewer
Score 4 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE inContact CXone

We use NICE inContact for both incoming sales calls and internal communication. We have many "skills" set up to help route calls to the agents that are most experienced to sell a destination. Internally, we also use it for our support lines to help agents consult with experts and supervisors.
  • Live call management (listening in on calls)
  • Quality management and assessments
  • Reporting
  • Tech support
  • Managers able to change agents' unavailable status
  • Live queues
  • It does nicely sort the calls with the call tree to the right agents at set priority.
We have, and it has been helpful.
The main issue is they have many websites and products that are all connected. It would be much nicer to have it all in one site that provides all the reporting and user management.
You can find what you need, but sometimes you have to wade through a lot of reports to find what you are looking to see. The help desk articles are out of date and reference the wrong report names/codes.
I have used other VOIP systems for call centers, and I prefer them over NICE inContact. Their MAX web app can be glitchy and doesn't connect very well with USB headsets. Their support is pretty unhelpful when you have issues.

NICE CXone Feature Ratings

Agent dashboard
7
Validate callers
8
Outbound response
8
Call forwarding
Not Rated
Click-to-call (CTC)
Not Rated
Warm transfer
7
Predictive dialing
Not Rated
Interactive voice response
Not Rated
REST APIs
Not Rated
Call scripts
6
Call tracking
4
Multichannel integration
Not Rated
CRM software integration
Not Rated
Inbound call routing
8
Omnichannel inbound routing
Not Rated
Recording
9
Quality management
9
Call analytics
3
Historical reporting
5
Live reporting
2
Customer surveys
Not Rated
Customer interaction analytics
Not Rated