Best-of-breed contact center
October 26, 2020

Best-of-breed contact center

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

Overall Satisfaction with NICE inContact CXone

We integrate NICE inContact CXone with our UCaaS platform for key groups to provide robust omnichannel solutions with global telephony. It provides a best of both worlds solution, since a one size fits all approach rarely works in the enterprise. The MAX platform allows agents to take all of the powerful capabilities from the inContact platform and combine it with existing global telephony or UCaaS platforms.
  • Integrate with UCaaS
  • Ease of use day to day
  • Ease of training new users
  • Omnichannel capabilities
  • Studio needs to be put in the web browser instead of being a local Windows app
  • Native integration with UCaaS tools via CTI
  • Scalable windows
  • Positive impact on integrating with Fuze UCaaS platform
  • Value add for sales cycles
  • Partnership with common tech platforms like Salesforce
No customization
NICE inContact CXone is easy to use in most ways. The interface is intuitive and modern, however, some improvements could be made to the MAX window to allow better scaling with high-resolution monitors. The ability to customize the layout would further improve the overall usability and allow broader application.
I do not use the reporting aspect of the platform but it appears to be very robust and comprehensive.
NICE inContact CXone is a best-of-breed solution that can integrate with the best enterprise UCaaS solutions. This allows an organization to maintain existing communications platforms across all user groups but add robust, powerful contact center capabilities to the users who need those functions within the nature of their roles and responsibilities.

NICE CXone Feature Ratings

Agent dashboard
Validate callers
Call forwarding
Not Rated
Click-to-call (CTC)
Warm transfer
Interactive voice response
Multichannel integration
CRM software integration