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.
  • Easy to use interface
  • Ability to create customer reporting
  • Multiple tools for management purposes
  • 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
We have customized NICE to organize team members based on their respective departments. Our employees are categorized by the task they have within the company so it makes the job a lot easier when trying to connect with someone to solve a problem. In the past, our former system was hard to follow because team member roles were not labeled, but that is not a problem with NICE inContact.
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.
This feature works great and allows for a quick response to our needs of being able to track data. We can also pull the information we need to be able to report out the needs of what is being reported by our dealers. Additionally, there is also the ability to track our employees' work, which is useful.
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 Feature Ratings

Agent dashboard
Call tracking
CRM software integration
Inbound call routing