NICE inContact CXone Review
October 15, 2020

NICE inContact CXone Review

Kevin Vega | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE inContact CXone

We currently use NICE inContact CXone for data analysis throughout different vendors around the world. We use it for generating interval reporting, whole day analysis, and creation of new users (agent skilling).

Pros

  • Data analysis
  • Real-time monitoring
  • Raw data generation

Cons

  • User-friendly hub
  • Quick-start guide
  • Quick data analysis
  • Easily retrieve data from agent calls
I give it this rating because it lacks a quick-start guide, which would be helpful.
Oracle CX Service (formerly Oracle Service Cloud)
NICE inContact CXone has been helpful in generating new reports. You can easily retrieve data from agents. NICE inContact could improve the ACD tab where it would be helpful to have a quick-start guide.

NICE CXone Mpower Feature Ratings

9.5
Agent dashboard
10
Validate callers
9
Outbound response
Not Rated
Call forwarding
Not Rated
Click-to-call (CTC)
Not Rated
Warm transfer
Not Rated
Predictive dialing
Not Rated
Interactive voice response
Not Rated
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
Not Rated
Multichannel integration
Not Rated
CRM software integration
Not Rated
10.0
Inbound call routing
Not Rated
Omnichannel inbound routing
Not Rated
Recording
Not Rated
Quality management
Not Rated
Call analytics
10
Historical reporting
Not Rated
Live reporting
Not Rated
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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