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.
  • Easy to learn
  • Easy to use
  • Easy to track productivity
  • 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
I like being able to move the widgets around in the dashboards using what is most important to a specific team and being able to have everyone watch how they can all work together and see all they have accomplished in the day's work and know even where they can work harder.
Really easy to understand and navigate without much instruction from a mentor. If not, the help buttons on some of the devices help.
Sometimes calls are lost within the recording system, and with sometimes needing to send the calls to 3rd parties it is a loss when one has to redo a call when the recording was lost. But being able to navigate through the reporting options is very great. We are able to see how each person is doing and easily understand where each of us stands while we are working.
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 Feature Ratings

Agent dashboard
Validate callers
Outbound response
Call forwarding
Warm transfer
Call tracking
Inbound call routing
Omnichannel inbound routing
Quality management
Call analytics
Historical reporting
Live reporting