NICE inContact CXone makes workflow easy.
October 29, 2020

NICE inContact CXone makes workflow easy.

Anthony Castellanos | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with NICE inContact CXone

NICE inContact CXone is being used by the company I work for to: Manage dials, calls, conferences, call transfers, phone books, scheduled call backs, scheduling, communication, call managing, call history recording, and more. It addresses calling and dialing management. All of these things are put together in a way that makes work flows easier, faster, and more seamless.
  • Dialing. With NICE inContact CXone, I'm able to easily dial, and manage calls. Hold, transfers, and conferences are all simple and easy.
  • Organization. Everything in the software is easy to find and the interface makes everything clear and easy to see. Phonebooks, scheduled call backs, call history, more organizational functions, are all very good.
  • Helps supervisors communicate with agents. With NICE inContact CXone, supervisors can leave feedback on calls and leave notes for the agents to improve their work.
  • It would be nice for NICE inContact CXone to have some more display customization.
  • Caller ID with First and Last name of caller on inbound calls would be helpful.
  • More color options for the display would be nice.
Supervisors and or managers have customized max in ways that is optimal for the agents like myself to work effectively, quickly, and easily.
Letting agents use tools and displays that are used more frequently and are more crucial for the work process makes the over all experience of the work much better.
NICE inContact CXone is very usable because it fulfills many different necessities which are essential in the work environment. It is very versatile in the offerings and functionalities it provides to all users who get to work using NICE inContact CXone. Also, NICE inContact CXone is also very easy to use. Requiring little training to use effectively.
NICE inContact CXone reports many things very well. It reports time worked, time available, time spent unavailable, call history, scheduled calls, notes, phone books, team members, and many more things. Reporting is definitely one of the main strengths of NICE inContact CXone. As an agent I rely on the reporting functionality that NICE inContact CXone provides.
NICE inContact CXone is good for a team doing any sort of calling. It makes calling, managing calls, holding, transferring, conferencing, scheduling, organizing, and things of that nature very easy, thus making the process of work very seamless and easy.

It also helps with scheduling, and communication between team members

It wouldn't be well suited for teams who don't do calling, although some features would be helpful if calling is not being done.

NICE CXone (formerly NICE inContact) Feature Ratings

Agent dashboard
10
Validate callers
7
Outbound response
7
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Interactive voice response
10
REST APIs
10
Call tracking
10
Multichannel integration
10
CRM software integration
10
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

NICE inContact CXone Support

ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
If there is ever an issue, it is resolved extremely quickly. My supervisors communicate with NICE inContact CXone support teams.

Using NICE inContact CXone

ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • Call management
  • Scheduling
  • Reporting / Recording Information