Great product, easy to use and implement.
October 12, 2020

Great product, easy to use and implement.

Nathan Olsen | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE inContact CXone

We utilize NICE inContact CXone in our technical support department to handle our incoming call queue and to conference or transfer calls between other staff and departments.

Pros

  • Call Stability.
  • Call Clarity.
  • Visibility.
  • Reporting.
  • Statistics and Analytics.

Cons

  • Password changes with the built in sales force applet seem to be problematic.
  • Sometimes when internet goes out the application gets stuck on 'available' status in the applet and users cannot login again without much trouble like logging in on another machine and then logging out.
I give NICE inContact CXone a 9 because the applet could be improved for usability a little such as when transferring calls. It could be more clear that the transfer was completed. Sometimes abandoned calls get stuck in the queue and this distorts live stats.
Not Sure
NICE inContact CXone is well suited for our support team to manage visibility of incoming call load. It's also great for voip based communications. I don't think it'd be a suitable product for lower call volumes but it would still have some benefits for statistical reporting.

NiCE CXone Mpower Feature Ratings

9.7
Agent dashboard
8
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
9
Predictive dialing
9
Interactive voice response
10
REST APIs
10
Call scripts
10
Call tracking
10
Multichannel integration
10
CRM software integration
10
9.7
Inbound call routing
10
Omnichannel inbound routing
9
Recording
9
Quality management
9
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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