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NICE inContact CXone Review
October 19, 2020

NICE inContact CXone Review

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

Overall Satisfaction with NICE inContact CXone

NICE inContact is cloud software utilized by FIS to deliver exceptional customer experiences (phone services) across our organization. This is mainly used by our FIS Helpdesk that directly supports our FIS Employees regarding technical issues.
  • Call recording
  • Prebuilt reports and dashboards
  • Workforce intelligence
  • Customizable IVR system
  • Isolate call duration from waiting time
  • Written transcript of the call
  • It is accessible in and out of company network.
  • It's a web-based application.
  • Less cost for the business
We are lucky to be able to customize the way we pull recording and reports from NICE. We utilize this every day. We are able to create dashboards and reports within the platform that are needed for our daily tasks. I can create shortcuts from scratch using the available items in inContact.
It is very easy to use and the GUI is very easy to understand. The options are not hard to understand or locate. When you go to the Reports tab, you will be able to see all data related to reporting and the same with call recordings. When you pull calls, you will be able to see the call start time and date together with the duration and if who hung up the phone which is very critical.
We access reporting every single minute to be able to ensure the quality of customer service provided by our technicians. We love that it is really easy to download and pull reports, whether old reports or new, you can access anything in real-time. We also can pull historical data for the overall desk experience that will be helpful for the upcoming strategies for the business.
Yes - Our Avaya CMS and NICE Integrated were replaced by NICE inContact due to the pandemic when all of our employees had to start working from home and had to have access outside the network.
NICE Incentive Compensation Management, Avaya Agile Communication Environment (discontinued), NICE inContact CXone
NICE inContact CXone is very user friendly and easy to understand. You will be able to see all the options all on a single page, plus, it is accessible outside the company network.

NICE CXone Feature Ratings

10.0
Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
10
Call tracking
10
10.0
Inbound call routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated