From a CS Supervisor A+++
October 27, 2020

From a CS Supervisor A+++

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

Overall Satisfaction with NICE inContact CXone

Our Customer Service department is currently using NICE inContact CXone as our phone system. We are an inbound call center and we really love this platform. Easy access especially when working from home.

Pros

  • Lets us easily find calls to monitor.
  • Dashboard is easy to see what reps are doing or who they are on a call with.
  • Easily tells us how many calls on queue and which clients are in queue.

Cons

  • A function to cherry pick calls would be awesome if it was available.
  • Calls drop more often than normal.
  • That this can only be used with Chrome.
  • Allowing to run reports real time.
  • The option to cherry pick calls would be a negative.
  • Call recording.
Great impact, we now have recordings in both English and Spanish.
The system is really easy to use.
Reporting is amazing, we can now do it ourselves. Don't have to wait to request reporting.
Not Sure
NICE is very easy to run reports and find the information needed. The way to find recorded calls is also very easy especially for a call center that needs to have 3 calls per rep monitored a month. This platform is easy to use and helpful. Really like the dashboard that allows us to see what reps are doing.

NICE CXone Feature Ratings

10.0
Agent dashboard
10
Outbound response
10
Warm transfer
10
Call tracking
10
10.0
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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