NICE inContact CXone Review
October 18, 2020

NICE inContact CXone Review

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

Overall Satisfaction with NICE inContact CXone

Overall, NICE inContact CXone is an excellent product. It is very user-friendly. We have been able to reduce call volume by using the IVR system. I can create custom reports and can pull any data I may need. We use it for the whole organization. We are able to track and monitor the interactions with our customers to help improve our service, review any necessary feedback, and push for changes to our processes.

Pros

  • Easy to use interface
  • Ability to create customer reporting
  • Multiple tools for management purposes

Cons

  • More filters to use when searching through call history
  • Redial button should always be available after a call drops
  • There should be a longer wait for agents to input notes.
  • Reduced cost of improved customer experience
  • Incremental gross profit
  • Reduced contact center cost
I give NICE inContact CXone an 8 rating because of its simplicity of use and training. It did not take long to understand the software as there is not much difficulty and everything is easy to follow. The function of MAX is also very nice, it is the main tool used by us to make calls and connect the team together. The score was not a full 10 because the screen does timeout from time to time, which makes me log in through NICE all over again.
It is a great tool for companies that have to handle a high call volume, such as telemarketing companies, companies that have customer service involved in their services, and government agencies where customer service is key.

NiCE CXone Mpower Feature Ratings

10.0
Agent dashboard
10
Call tracking
10
CRM software integration
10
10.0
Inbound call routing
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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