My NICE inContact CXone Review
October 15, 2020

My NICE inContact CXone Review

Somveer Singh | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with NICE inContact CXone

We use NICE inContact CXone for call center workforce optimization. This tool is being used by the call center group in our organization. The business problems that are solved by this tool include call/chat routing and managing all queues. NICE inContact CXone helps us to manage all queues efficiently and effectively.
  • This tool is very handy and useful for quick skill changes and managing a high number of skills in business.
  • You can use it from an open network and it's web-based.
  • It's easy to use for anyone.
  • Its help section is easy to access and works accordingly.
  • It is very user friendly.
  • It should allow real-time skill changes at the campaign level.
  • Supervisor dashboard could be more user friendly.
  • It should have easy to use scripts for real-time skill changes.
  • So far, positive impact
  • Easy to use
We have created customized reports and dashboards. We have created skills, campaigns, and IVR structure with NICE inContact CXone.
NICE inContact CXone is easy to use, with a nice help section. It is a web-based tool, which helps us use it on the go and across all systems.
Some of the dashboards and reports are excellent, but there is a lot of scope to improve on the reporting side of this tool. It should have a real-time refresh rate for almost all reports, whereas 40% of the reports work with a lag of 2-6 hours which defeats the purpose of real-time actions that could be taken.
Yes - We used to use "interactive intelligence" for WFM needs. NICE inContact CXone offers a lot of capabilities that were lacking in ININ.
Adobe Acrobat DC, Oracle CX Service (formerly Oracle Service Cloud), SAP Business ByDesign
As it is a web-based workforce management tool, it helps us to adjust the required changes on the go. We could use some customized reporting options that match with other tools in the market, such as CMS AVAYA, etc. It should have an integration option to move existing data from tools like NICE IEX, etc. This would help in forecasting and scheduling.

NICE CXone (formerly NICE inContact) Feature Ratings

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

Using NICE inContact CXone

Workforce management team
10 - NIC trained resources which can help all users
  • WFM realtime
  • Quality
  • reporting
  • call/chat routing
  • IVR management
  • using it for IVR management
  • screen capturing
  • quality control
  • we want to use it for other channels like chat
  • Social media
  • emails
we like the tool very much and have most of the capabilities to meet our organization requirements

Evaluating NICE inContact CXone and Competitors

  • Price
  • Product Features
  • Product Usability
  • Product Reputation
  • Analyst Reports
will review all the used cases and do market research again

NICE inContact CXone Implementation

It was easy to implement and intigrate
Change management was a small part of the implementation and was well-handled

NICE inContact CXone Training

  • Online training
  • in-person training
Nice trainer from NIC
good stuff available online help section
yes it can be learnt withouth training with the help of online stuff available

Configuring NICE inContact CXone

easy to configure
Some - we have done small customizations to the interface
Some - we have added small pieces of custom code
basis our company requirement we made the changes

NICE inContact CXone Support

ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
There was a downtime happened at my organization and support team was there to help quickly and efficiently

Using NICE inContact CXone

ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • Some reports are excellent
  • Web based tool help to use it on go
  • creating customized reports little tricky

Integrating NICE inContact CXone

  • nice iex
  • quality tool
  • oracle service cloud
  • File import/export
  • Single Signon
nothing much, its easy

Upgrading NICE inContact CXone