NICE inContact--so NICE!
Updated June 04, 2021

NICE inContact--so NICE!

Rey Garcia | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE inContact CXone

It is being used by the sales department, customer service department, and other departments within the company.

Pros

  • Interface is presentable
  • Easy to use

Cons

  • I think additional statuses should be added.
  • Instead of clicking NEW to make a call, it should be labelled as a phone logo instead.
  • NICE inContact CXone has given the company the ability to switch away from using Hard Phones.
The company has customized the platform to ensure that we provide superior customer service to our Barrister clients. The impact of this is critical because as we were advised to work from home, and we were still able to continuously connect with our customers.
The interface is not difficult to understand. It is easy to use and I like the integration of it with Outlook.
There is still room for improvement. It takes time to interpret the data collected.
Yes - Avaya hard phone.

I think we replaced it because our business partners from the United States are using this platform.
NICE inContact CXone is well suited to those people, like me, who are now working from home. Instead of taking home the hard phone (Avaya), we now have the convenience of calling our clients through this application.

NICE CXone Mpower Feature Ratings

7.1
Agent dashboard
8
Validate callers
8
Outbound response
8
Call forwarding
5
Click-to-call (CTC)
7
Warm transfer
5
Predictive dialing
5
Interactive voice response
9
REST APIs
9
8.7
Inbound call routing
9
Omnichannel inbound routing
9
Recording
9
Quality management
9
Call analytics
9
Historical reporting
9
Live reporting
7
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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