My NICE inContact CXone Review
October 12, 2020

My NICE inContact CXone Review

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE inContact CXone

It is used as a tool to handle call flow on a daily basis. It helps with easing the flow of calls. It is used by the entire organization and addresses the problem of the incoming and outgoing call flow. NICE inContact CXone is used in conjunction with Ring Central and has made it easier and more user-friendly for employees compared to our previous program.

Pros

  • Send calls
  • Distribute calls efficiently
  • Make calls easy for reps

Cons

  • Have not found issues using NICE inContact yet
  • It could offer options for louder ring tones to the computer
  • Should offer variations of ring tones for people who are hard of hearing
  • It has a positive impact on call flow.
  • Is very helpful in the way calls are distributed
  • Makes answering calls easy
At this point, as a CSR, NICE inContact has been easy to use, and call flow has been great. It is a single sign-on process. It allows you to see how long you have been on a call and make answering and disconnecting calls simple with one touch. We all find it very helpful in daily use.
Not Sure
It has been a pleasure to use so far, and I have no real complaints.

NiCE CXone Mpower Feature Ratings

8.9
Agent dashboard
9
Validate callers
9
Outbound response
9
Call forwarding
8
Click-to-call (CTC)
9
Warm transfer
9
Predictive dialing
Not Rated
Interactive voice response
9
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
9
Multichannel integration
Not Rated
CRM software integration
9
Not Rated
Inbound call routing
Not Rated
Omnichannel inbound routing
Not Rated
Recording
Not Rated
Quality management
Not Rated
Call analytics
Not Rated
Historical reporting
Not Rated
Live reporting
Not Rated
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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