NICE inContact CXone Review
October 16, 2020

NICE inContact CXone Review

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE inContact CXone

It is currently being used by our whole organization. NICE inContact we use as a median or a call manager between the users and the IT professionals supporting the users. At a very large company, it makes it very easy for us to manage the call queue and keeps tabs on which IT folks are doing what.

Pros

  • Reporting
  • Management
  • Uptimes

Cons

  • Connectivity issues at times between client and applications
  • At times, the interface for the current call queue can be glitchy.
  • Users at times get stuck in the queue.
  • It definitely makes life easy when it comes to managing a queue.
The GUI for inContact is amazing. It's very user friendly. On my first day using the application, I was able to figure it out pretty quickly.
It is great for the service desk that we have here. Users are able to call in and stay in the queue until one of our representatives are able to answer the phone.

NiCE CXone Mpower Feature Ratings

8.3
Agent dashboard
8
Validate callers
8
Outbound response
9
Call forwarding
7
Click-to-call (CTC)
9
Warm transfer
8
Predictive dialing
8
Interactive voice response
9
Call tracking
9
9.0
Inbound call routing
7
Omnichannel inbound routing
8
Recording
10
Quality management
9
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
9
Customer interaction analytics
8
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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