Very reliable and powerful platform, but can use some additional QA for smaller environments
October 12, 2020

Very reliable and powerful platform, but can use some additional QA for smaller environments

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with NICE inContact CXone

We use CXone for our customer call center and dispatching department. We take incoming calls from our customers and manage our field workers and equipment with this system. We moved from an older on-premise solution, and we have found this solution offers greater flexibility than we had in the past. This has allowed the workforce to connect from traditional and non-traditional places.
  • The ability to customize call queues and call handling in a graphical interface is much easier to work with. Previously we would need specialized engineers to make changes and now the call center managers can tweak as needed.
  • Being a browser based system gives CXone extreme flexibility to be used just about anywhere. Its integration with our cloud phone platform also makes configuration and setup much easier.
  • The global search feature when looking for contacts for an outgoing call has made our agents' job quicker to perform. Coming from an older on-premise system they did not have these features and had to look up numbers outside the system.
  • In the global search we have found it can be confusing when agents are listed twice, due to being in both the phone system and the contact center system. This has caused some issues when the incorrect option is chosen.
  • Being a browser-based system has made it more difficult to troubleshoot issues. The product is entirely dependent on browser logs, which are not always available when issues come up.
  • Being a smaller call center we have found issues when supervisors/managers are also taking calls. There have been some functionality issues for people that have higher level permissions but take calls at times.
  • After the initial learning curve, we have found our agents are able handle calls more quickly and efficiently. The average time to answer is down and our wait times are down during peak times due to calls being handled better.
  • The ability of our managers to monitor the agents and supervisors through the app and dashboards has allowed them to spend more time focusing on other areas of their jobs. The visibility has allowed them to be more productive in other areas.
  • The issues we have had with managers and supervisors taking calls has led to negative customer experiences and frustrated employees.
The flexibility is fantastic and one of the best features of the solution. We have created custom reports for call center and executive management to show the positive impact the solution has had on our business. Our call center mangers have been able to make changes to call routing and queue features on the fly as needed. Their ability to make changes has also made them more aware and on the lookout for changes that can improve both the employee and customer experience.
Overall the platform is user friendly and easy to use. There can be a learning curve depending on what the users are used to using previously. Most issues that are encountered are quickly resolved by support. The issues we have had with high level users is the only thing prevented me from scoring this a 10.
The reporting functions are very good. The pre built reports really give you everything you need, and the custom reports can enhance any of those if needed, although we have not yet had a need for any custom reports. The real time dashboards that can be built for users and management are also very helpful. Especially in today's climate and users being spread out, the dashboards provide critical information for the agents.
Yes - We were replacing an older Avaya on-premise system. The system was old and outdated, and was missing many features that have been added to systems over the last years. We were looking for a system that was more flexible and had more modern features that would help us better server our customers and provide a better working experience for our team.
I think CXone is very well suited for call centers that have very defined roles. Meaning that agents are only taking calls, and managers and supervisors are only doing supervisory actions. In situations where there is some crossover with supervisors or managers taking calls as backup or overflow we have found them running into issues. Perhaps we are more non-traditional, but in smaller operations the crossover is necessary and doesn't seem to be as smooth for our users.

NICE CXone (formerly NICE inContact) Feature Ratings

Agent dashboard
9
Outbound response
9
Call forwarding
10
Warm transfer
8
Predictive dialing
8
Interactive voice response
9
REST APIs
8
Call tracking
9
Multichannel integration
9
CRM software integration
9
Inbound call routing
10
Omnichannel inbound routing
10
Recording
9
Quality management
10
Call analytics
9
Historical reporting
9
Live reporting
10
Customer interaction analytics
9