NICE inContact CXone is excellent, do your research on third-party vendors
October 10, 2020

NICE inContact CXone is excellent, do your research on third-party vendors

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE inContact CXone

It is currently being used by the Sales Center in support of inbound and transfer calls. It solves the problem that we were having with our previous provider with lack of support and ease of use.
  • Transfers
  • Detailed Reporting
  • Call Quality
  • Third-Party Vendors
  • Terminology (very specific to them)
  • Help Section
  • Handle Time lowered
  • Negative impact from third-party vendor
  • Recording and QA
The custom reports are a nice touch as many of the existing reports have a lot of information that is not relevant to us specifically so it is nice to be able to modify as needed.
NICE inContact CXone is easy to use, their choice of third-party vendor is where we have had all the headaches.
Excellent amount of things that can be tracked.
Yes - CallTrackingMetrics. Lack of support from their technical team.
NICE inContact CXone is well suited for large call centers as the reporting is very detailed and easy to understand. The only issue I have sometimes is that the terminology that they use is very specific to them.

NICE CXone Feature Ratings

Agent dashboard
9
Call forwarding
9
Warm transfer
10
Interactive voice response
8
REST APIs
3
Call tracking
8
Multichannel integration
9
CRM software integration
1
Recording
9
Quality management
10
Call analytics
7
Live reporting
7