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Outages are a significant issue in a call center.
October 18, 2020

Outages are a significant issue in a call center.

Anonymous | TrustRadius Reviewer
Score 2 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE inContact CXone

To my knowledge, it is used by all departments. We use it to communicate with students and log call notes.
  • It connects phone calls.
  • You can take notes on your call.
  • You can transfer within the system.
  • We experience outages with too much frequency.
  • Call notes fail to save.
  • The system seems to have trouble communicating with Salesforce at times.
  • Outages never have a positive impact.
Outages are a huge problem for a call center. If there were no outages or if they were infrequent, it would be a higher rating. The outages have taken up to several hours to resolve. They occur with enough regularity that I gave a 3/10 score.
I am not in charge of reporting for our company.
Yes - We replaced a previous system that could not handle the call volume of our company.
NICE inContact CXone is useful if you need a phone system; the outages are not useful.

NICE CXone Feature Ratings

4.6
Agent dashboard
2
Validate callers
5
Outbound response
5
Call forwarding
5
Click-to-call (CTC)
5
Warm transfer
5
Predictive dialing
Not Rated
Interactive voice response
Not Rated
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
5
Multichannel integration
Not Rated
CRM software integration
Not Rated
5.0
Inbound call routing
5
Omnichannel inbound routing
Not Rated
Recording
5
Quality management
5
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