My NICE inContact CXone Review
October 24, 2020

My NICE inContact CXone Review

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

Overall Satisfaction with NICE inContact CXone

NICE inContact CXone is being used by all of our customer support departments and the main problem it solves is making sure everyone is doing what they're supposed to do and also making sure you're getting the correct times down (for example, if you have to stay for overtime).

Pros

  • Streamlining transfers of customers
  • Not much room for "slouching"

Cons

  • I would like it to be a program and not a pop-up.
  • NICE inContact has made it simpler for new employees.
I have not made any customization to the platform.
It's fairly easy to get into and also for new employees of all calibers to learn.
For every call, we fill out a report about whether we make a sale or why the customer called in and inContact has the possibility to open the report inside the inContact window making it easier to not forget to fill out the report.
NICE inContact is excellent if you're handling larger customer volumes because you can monitor very easily the different departments with how many customers are calling that exact department and also join in to listen on some calls.

NICE CXone Feature Ratings

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

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