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

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 Feature Ratings

Agent dashboard
Validate callers
Outbound response
Call forwarding
Click-to-call (CTC)
Warm transfer
Interactive voice response
Call tracking
Multichannel integration
CRM software integration
Inbound call routing
Omnichannel inbound routing
Quality management
Call analytics
Historical reporting
Live reporting
Customer surveys
Customer interaction analytics

NICE inContact CXone Support

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
If there is ever an issue, it is resolved extremely quickly. My supervisors communicate with NICE inContact CXone support teams.

Using NICE inContact CXone

Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Quick to learn
Feel confident using
  • Call management
  • Scheduling
  • Reporting / Recording Information