Get Your Call On!
October 21, 2020

Get Your Call On!

Ray Paulovich | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE CXone (formerly NICE inContact)

NICE inContact is used as our main source of inbound phone calls. We use it as a means to navigate our calls and our system. We use the CXone to answer inbound calls, make outbound calls and to continue to reach out to customers each and every day. We have used this system for as long as I can remember and longer.

Pros

  • Ease of use
  • Smooth Transfers

Cons

  • The agent sometimes fails during calls.
  • More stability with connection
  • Positive: It helps us assist customers faster and more effectively.
Customer Service Team lead
Not Sure
I have had nothing but great experiences with NICE inContact CXone. My only criticism would be that it would need to have just a little more stability, especially for those who are using it from our Work From Home remote desktop. They experience a great number of lost calls and connection issues. Overall though, this is a great system and helps our agents assist the customers quickly and efficiently.

NiCE CXone Mpower 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
Interactive voice response
10
REST APIs
10
Call scripts
10
Call tracking
10
Multichannel integration
10
CRM software integration
10
10.0
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
10
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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