NICE inContact CXone Review
October 23, 2020

NICE inContact CXone Review

Travis Knight | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE inContact CXone

NICE inContact is used across our whole organization. We have it set up so that our NOC and customer service teams can handle calls coming in from multiple hunt groups depending on each user's skill with that particular hunt group. This has allowed us to cross-train some users between two somewhat similar cinema groups and utilize their skills to support the other group when one is busier than the other.

Pros

  • Skill individuals on ability to handle calls from other groups easily
  • Call routing/transfers to other users outside their group
  • Productivity reporting of users and their performance rating

Cons

  • Administrative setting to change default auto-logout timing of the dashboard page
  • Audible & pop-up notification alerting user they had a refused call
  • Boosted productivity
Users say NICE inContact and the MAX client is very simple to use. Other softphone clients that were used in the past have been somewhat complicated or overloaded with info.
Yes - We replaced the Avaya system. We needed other options for group integrations and NICE inContact seemed to have the best options for what we were targeting.
NICE inContact CXone has been extremely useful during our NOC integration between our two cinema teams. It has allowed us to ease users into the other group's call queue until they've become accustomed to the other team's processes and types of calls they handle.

NICE CXone Mpower Feature Ratings

9.6
Agent dashboard
9
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
8
Interactive voice response
Not Rated
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
10
Multichannel integration
Not Rated
CRM software integration
Not Rated
9.4
Inbound call routing
10
Omnichannel inbound routing
9
Recording
9
Quality management
10
Call analytics
9
Historical reporting
9
Live reporting
10
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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