NICE inContact CXone Agent
October 14, 2020

NICE inContact CXone Agent

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

Overall Satisfaction with NICE inContact CXone

The Customer Contact Center is using CXone. We are using it as a step in our authentication process to reduce agents having to authenticate reservations. It provides a sales opportunity for agents as they can see past reservations and purchases.

Pros

  • Ease of use
  • Provides agent with information
  • Provides greater efficiency

Cons

  • Added multiple steps to setting up agents in Salesforce
  • Had to pay outside resources to help with the set-up
  • Need to build reports in Salesforce
  • Decrease AHT
  • Prioritizing calls and getting them to skilled agents
With Dashboards, we can view the performance of the CCC in real-time.
We did have to pay to configure the NICE inContact CXone agent, but once it was live everyone loved it.
Dashboards are great, but it can be difficult to create and validate the information by creating reports.
Agents love the efficiency of the screen pops in NICE inContact CXone. Our support line for the agents does not find much value in it.

NICE CXone Feature Ratings

7.0
Agent dashboard
8
Validate callers
10
Outbound response
Not Rated
Call forwarding
9
Click-to-call (CTC)
10
Warm transfer
9
Predictive dialing
Not Rated
Interactive voice response
3
REST APIs
5
Call scripts
5
Call tracking
8
Multichannel integration
3
CRM software integration
7
8.6
Inbound call routing
10
Omnichannel inbound routing
Not Rated
Recording
10
Quality management
Not Rated
Call analytics
9
Historical reporting
7
Live reporting
7
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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