NICE inContact is nice!
October 20, 2020

NICE inContact is nice!

Evan Kent | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE inContact CXone

This is currently used by all of our support desks across the company. It allows proper routing via phone number and skills used allowing the end-user who is calling to get the quickest level of help as quickly as possible.
  • It helps route calls very well.
  • It is good for handling breaks and scheduling as well as time to work.
  • It is good for tracking what is currently being worked on.
  • Integrates well with our ITSM system.
  • When in a chat you cannot also make an outgoing call.
  • You cannot take multiple chats at once.
  • The breaks do not have an option for a pop-up.
It's extremely easy to use and easy to understand even without training. Very clean and easy to understand UI.
The reports are detailed and easy to pull up also, allowing you to easily create additional customized reports to fit your needs. I have been able to use the numbers not only to improve customer service but to assist with proper scheduling.
BMC Helix ITSM (Remedy), SAP SuccessFactors, Enable
NICE inContact CXone is very easy to use for the end-users. Once it is set up, I simply log in and my calls are routed without an issue to my personal or work phone allowing me to work in the office or on the road without any issues.

NICE CXone Feature Ratings

Agent dashboard
8
Validate callers
10
Outbound response
8
Call forwarding
9
Warm transfer
8
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
10
Multichannel integration
Not Rated
CRM software integration
10
Inbound call routing
10
Omnichannel inbound routing
Not Rated
Recording
10
Quality management
Not Rated
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
10
Customer interaction analytics
10