I used it daily!
October 16, 2020

I used it daily!

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE inContact CXone

We use NICE incontact CXone across most of the organization. We use it to communicate with our students, also to run outreach campaigns, keep track of daily performance, and allows communication across departments. We also use it to listen to our employees for quality assurance purposes. It is a big part of our organization.

Pros

  • Retrieving data
  • Listening to agents
  • Keeping track of agents' daily activities

Cons

  • Crashes
  • It freezes often.
  • At times, it seems a bit outdated compared to Salesforce.
  • It has helped performance.
  • We use it to listen to calls.
  • We have had days where it completely crashes, which halts production.
It is very easy to use. We usually have to train our agents once and everything else is pretty self-explanatory.
We are able to listen to our agents' calls by using the supervisor's skill, which helps with coaching and quality assurance. We are able to keep track of our agents' daily activities. We are able to upload outreach campaigns to reach a higher population of skills. It works fairly well most of the time.

NICE CXone Mpower Feature Ratings

Agent dashboard
7
Validate callers
7
Outbound response
8
Call forwarding
3
Click-to-call (CTC)
1
Warm transfer
8
Interactive voice response
7
REST APIs
1
Call scripts
8
Call tracking
8
Multichannel integration
7
CRM software integration
7
Inbound call routing
8
Recording
8
Quality management
9
Call analytics
8
Historical reporting
8
Live reporting
8
Customer surveys
6
Customer interaction analytics
5

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