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My NICE inContact CXone Review
October 14, 2020

My NICE inContact CXone Review

James Walden | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE inContact CXone

NICE and inContact handle our customer interface as well as time-off requests.
  • Ease of Use
  • Streamlining processes
  • Simplifying
  • Layout could be less rudimentary.
  • We can get to more customers faster
  • Better customer experience
We get faster and more accurate information for scheduling, usually cutting down on the stress of having to make last-minute arrangements.
It is easy to use. It simplifies a process that used to be a headache to go through.
Feedback is given in near real-time, making it both timely, specific, and relevant.
Yes
It used to be, with my company, that you had to "dial in" to start making sales calls, and sometimes that process took forever (at least in "retail" time). And requesting time off was a pain in the neck. Sometimes you wouldn't find out until days before your requested dates whether you were approved or denied, and then you might have to make alternate plans. NICE inContact CXone makes both processed faster and easier.

NICE CXone Feature Ratings

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