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An amazing tool for my daily operation
October 10, 2020

An amazing tool for my daily operation

Isaac Cuevas | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE inContact CXone

At Honeywell, NICE inContact CXone is being used by global departments, Customer Service, and Techical support with outstanding performance and making our work easier day by day. I am really impressed with the metrics and all the ways we can visualize our daily performance, which clearly impacts our customer satisfaction and our performance evaluation.
  • Easy to navigate
  • Amazing performance overview and metrics
  • Easy to log in
  • Easy to contact by customers
  • All scenarios planned
  • Task manager
  • Easier Keyboard
  • Customer Satisfaction
I think this is the most amazing part because you are able to view all the performance and daily operation tasks. Also, you can implement a recognition program based on this because you can visualize performance for each agent. Doubtless, this is the best part of inContact.
It's very useful. NICE inContact CXone makes the daily operation easier for the agents. In any scenario, you can provide a clear option that makes the reporting process easier. Very useful for our direct customers where you can also customize the speech and the way you develop the call processes as part of our customer satisfaction goals.
The overview from each agent makes it easier to identify those areas we can improve. Also, this makes the agent feel more motivated. The reporting is also easy to create and to analyze, which makes decisions and processes more efficient. The reports are also very easy to read.
This is the best tool for customer service. It personalizes the way we contact our customers. Also, it is amazing for employees because we can overview our daily performance and identify what processes we can improve. This tool streamlines my daily workflow and also impacts our customer satisfaction ratio.

NICE CXone Feature Ratings

9.6
Agent dashboard
9
Validate callers
9
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
8
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
REST APIs
10
Call scripts
10
Call tracking
10
Multichannel integration
9
CRM software integration
10
10.0
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
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated