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Manager Review of NICE inContact CXone
October 06, 2020

Manager Review of NICE inContact CXone

Anonymous | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE inContact CXone

We use NICE inContact as our softphone provider
  • Nice dashboard
  • Many reporting options
  • Decent support
  • Multiple outages
  • slow downs at times
  • some limitations...for example, I'd like to know if it was my employee who hung up the phone or if it was the student who disconnected. This would ensure that there is no phone manipulation occurring.
  • Positive, as we need a working phone system to do our jobs
the platform has been customized, which has had a solid impact
Easy to use, overall decent
I think reporting could be a bit more robust and prettier.
Yes - Asterisk softphone I believe
I like the dashboard quite a bit, as it has many options. But I do wish there was a more helpful, real-time phone report I could refer to throughout the day, rather than waiting for the next day to see the prior day's productivity.

NICE CXone Feature Ratings

8.4
Agent dashboard
8
Validate callers
8
Outbound response
8
Call forwarding
8
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
8
Interactive voice response
8
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
8
Multichannel integration
8
CRM software integration
8
6.7
Inbound call routing
8
Omnichannel inbound routing
8
Recording
7
Quality management
6
Call analytics
6
Historical reporting
8
Live reporting
3
Customer surveys
8
Customer interaction analytics
6
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated