My NICE inContact CXone Review
October 13, 2020

My NICE inContact CXone Review

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

Overall Satisfaction with NICE inContact CXone

NICE inContact is being used to make and receive phone calls from our partners more efficiently. It is being used in the credit department, funding department, and in the customer service departments. It helps us answer calls more rapidly and better serve our partners.

Pros

  • Provides detailed stats
  • Quickly routes calls
  • Helps with reducing missed calls

Cons

  • Does not efficiently route all callers
  • Clear up connection issues
  • Make the interface look more modern
  • Increased efficiency
  • Reduced costs by consolidating all phone activity into one web system.
It is very easy to use and does the job it is asked to do.
Yes - It replaced regular phones
I think NCIE inContact CXone is perfect for a call center scenario. I think it is not very good in a setting where you need some separation between work and phone activity.

NiCE CXone Mpower Feature Ratings

10.0
Agent dashboard
10
Validate callers
10
Click-to-call (CTC)
10
Warm transfer
10
Interactive voice response
10
Call tracking
10
Multichannel integration
10
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

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