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NICE inContact CXone Review
October 28, 2020

NICE inContact CXone Review

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

Overall Satisfaction with NICE inContact CXone

We use this program to keep track of calls coming into our Call Queue
  • Answers Incoming calls
  • Keeps track of calls coming in to Queue
  • Provides call hold times
  • Shows number of persons calling In
  • Keep track of calls at a more EXACT Number
  • Be current on call waiting times
  • Keeps track of calls
  • Shows time in/out of calls
  • Provides phone numbers
We don't have a call script, only have things to verify
Sometimes it is not as accurate as other times
When working correctly it is very easy to use
Calls were coming in NICE inContact CXone and the call volume was accurate, the timing on the calls were shown appropriately and the phone numbers of the callers were showing on dashboard. Calls were coming in smoothly and on time in the call queue. The flow always helps us when it runs good throughout the day. It helps us to get great customer service for our clients.

NICE CXone Feature Ratings

8.0
Agent dashboard
8
Validate callers
8
Outbound response
8
Warm transfer
8
8.0
Inbound call routing
8
Quality management
8
Call analytics
8
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated