Good, Better, and NICE inContact CXone Review
October 18, 2020

Good, Better, and NICE inContact CXone Review

Maria Hansen | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE inContact CXone

NICE inContact CXone is used to delegate cases when using the dialer, and also to make and receive calls from customers and our technicians.

Pros

  • Easy to learn
  • Easy to use
  • Easy to track productivity

Cons

  • Provide a dark option
  • Be able to paste a number and then call that number
  • Find past calls easily made by the user
  • Call customers and have the call recorded to look back on if necessary
  • Being able to track other employees' productive/non-productive times
  • Being able to send the call to another employee without needing to have the customer call again
Really easy to understand and navigate without much instruction from a mentor. If not, the help buttons on some of the devices help.
When contacting customers and their file requires that you complete a 3-way call with another, it is nice that you can complete this process using NICE inContact CXone. Although it would be nice if we could mute if we are on hold with one line and go back to the other call to let them know what is happening and not have to speak over hold music.

NiCE CXone Mpower Feature Ratings

8.7
Agent dashboard
10
Validate callers
8
Outbound response
10
Call forwarding
10
Warm transfer
9
REST APIs
8
Call tracking
6
6.3
Inbound call routing
5
Omnichannel inbound routing
5
Recording
6
Quality management
7
Call analytics
7
Historical reporting
6
Live reporting
8
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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