Great for a small business, more options for a large business
October 21, 2020

Great for a small business, more options for a large business

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE inContact CXone

We use this in our Customer Service department, specifically. This allows us access to a phone system, negating the need for call forwarding to specific agents. It solves issues of having access anywhere using a softphone, queues to balance out call delivery, and it allows me to see who is available and who is not to take calls in queue.

Pros

  • Queues calls to agents effectively
  • Shows the calls in queue and length and agents available
  • I appreciate the Supervisor dashboard options.
  • Allows us to place outbound calls with the correct caller ID for company.

Cons

  • Better visibility in MAXX agent (i.e., queues, calls, and logged-in users)
  • Previous versions allowed agents to see who else was in queue and times, but we no longer can.
  • Easier to access outbound calling
  • This definitely allows us to monitor call volume effectively
  • Use analytics in reporting to determine staffing levels
  • Efficient call routing to agents in queues, and easy to change queue skills
I find it easy to use once one is accustomed to it, but there could be an improvement on the MAXX agent interface, in particular, to allow the agents to see and do more from the main screen without having to go to different options. Transferring would be easier if a list of agents was shown on the default screen and one-click transfer could be utilized. Queue visibility would also be helpful within MAXX.
Microsoft 365 (formerly Office 365), Skype
NICE inContact CXone gets the job done, but if someone really needs to have visibility from the agent side, this is lacking. I wouldn't recommend it necessarily for a larger company, however, we are fairly small and we can see the other agents in the queue, just not as efficiently or readily available. I really wish there were a queue and address book of logged-in users showing in Maxx agent default or that we could default it to do so.

NiCE CXone Mpower Feature Ratings

9.3
Agent dashboard
8
Validate callers
Not Rated
Outbound response
Not Rated
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
9
Predictive dialing
Not Rated
Interactive voice response
Not Rated
REST APIs
Not Rated
Call scripts
10
Call tracking
9
Multichannel integration
Not Rated
CRM software integration
Not Rated
Not Rated
Inbound call routing
Not Rated
Omnichannel inbound routing
Not Rated
Recording
Not Rated
Quality management
Not Rated
Call analytics
Not Rated
Historical reporting
Not Rated
Live reporting
Not Rated
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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