NICE is on your side!
October 23, 2020

NICE is on your side!

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

Overall Satisfaction with NICE inContact CXone

We use NICE inContact to speak to customers all over the nation. In fact, the entire organization uses this program. We have very little problems using NICE, and I would recommend it to other companies. It addresses communication issues. Without NICE inContact, I am unsure how our business could establish such a safe and reliable connection.

Pros

  • MASK - Mask personal information
  • Transfer- Ability to transfer callers
  • Agent Reports- Lets you know how well you are doing

Cons

  • Stress on employees with everything being timed
  • Sometimes you have connection issues between phone and VCC
  • The timer causes more stress in my life.
I like this service. I rated this a 9 because this program is very user friendly. This program is easy to learn and I think the usability is outstanding. I have no idea what the business would be like if it weren't for NICE inContact. Nothing is perfect. A few hiccups here and there but this is still a great service.
NICE inContact is always well suited in the type of work that I do. I am a call agent and I use NICE every day. It was very easy to learn after a day or so. If you have trouble finding your way around, there is always a search button to get you headed in the right direction.

NiCE CXone Mpower Feature Ratings

Agent dashboard
6
Validate callers
9
Outbound response
10
Call forwarding
7
Click-to-call (CTC)
10
Warm transfer
8
Interactive voice response
10
REST APIs
8
Call scripts
9
Call tracking
9
Multichannel integration
10
CRM software integration
10
Inbound call routing
9
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Customer surveys
5
Customer interaction analytics
9

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