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General Overview
October 08, 2020

General Overview

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

Overall Satisfaction with NICE inContact CXone

Not all users have inContact at our company, so it makes it difficult transferring calls to those people. When someone gets an inContact login, we aren't made aware right away, so this also causes delays. Also if you accidently dial the incorrect number there is no way to easily hang up the call - it refuses but then bounces back to the caller and it is frustrating.
  • Show user productivity.
  • Show when someone is away/available, etc.
  • Has multiple task-functions.
  • Call transfers/call refusals.
  • Make walkthrough tutorial more personable.
  • Have more training material ready for new companies using product.
  • Easier to see coworkers from different departments.
  • Knowing when and when not to transfer.
  • Not knowing who is calling in, as the number does not show accurately for outside calls.
I am not in a managerial position so I do not have experience with this end of the software and I am not sure what the reporting is based off of as far as integral data collected via the application, such as when we are or are not available, such as when we are on breaks or lunches vs. available .
Not Sure
Cisco 2000 Series Network Convergence System (NCS 2000), ADP TotalSource, Cisco Webex Board Series
It is suitable for calling out to customers via your internal land line and transferring internal calls between clients, but for non users it is almost useless to utilize as it is difficult to transfer to non users.

NICE CXone Feature Ratings

2.6
Agent dashboard
6
Validate callers
4
Outbound response
4
Call forwarding
4
Click-to-call (CTC)
5
Warm transfer
1
Predictive dialing
2
Interactive voice response
1
REST APIs
1
Call scripts
1
Call tracking
2
Multichannel integration
2
CRM software integration
1
2.3
Inbound call routing
2
Omnichannel inbound routing
2
Recording
4
Quality management
4
Call analytics
2
Historical reporting
4
Live reporting
1
Customer surveys
1
Customer interaction analytics
1
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated