A daily user's nice review for NICE
October 16, 2020

A daily user's nice review for NICE

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

Overall Satisfaction with NICE inContact CXone

It is being used across the whole organization. We use it to handle all of our incoming and outgoing calls, as well as live chat inquiries. It allows us to easily manage our calls, whether putting a client on hold, transferring a call, conferencing another caller in, and then appropriately disposition the call after it is completed.

Pros

  • The interface is easy to navigate and easy on the eyes.
  • You are able to see how long you have been on available, working a call, or unavailable - which is helpful for tracking your daily productivity.
  • You can see the current status of your colleagues, which is helpful when you need to transfer a call to someone else.

Cons

  • Unable to transfer a call to a colleague's voicemail when they have logged out.
  • Sometimes the functions stop working and I can't make a call. The application will glitch out and I have to restart it to make calls again.
  • It would be nice if we could see each person's personal extension, and not just their phone number.
  • It has allowed me to be more efficient compared to our previous phone system.
  • It allows me to keep track of my daily productivity and lets me know when I need to pick up the phone more.
  • It hasn't necessarily improved my financial goals/objectives but it is easy to use.
I don't work in a position of management, so I don't have control over these functions. However, there are personalized scripts that appear to greet the incoming client call. The script takes a few seconds to appear, so if you haven't memorized the script, you have to wait for it to load. This will cause a few moments of silence during the introduction. It would be nice if the script could load faster so we can get right into it.
The application is easy to use. I would recommend it to any call centre business. It has a few quirks that can be improved, which is why I can't give it a 10. But those quirks aren't deal breakers, and can easily be fixed with a few updates. The overall usability is great.
We still use external applications for reporting and real-time updates. The agent reports available to me with NICE are useful to have, but very generic. It just provides very basic information of my daily productivity. It doesn't give me an in-depth breakdown of the reports important to me and the duties of my job.
Yes - I can't recall the name of the previous phone system our organization used - but as a daily user, I can definitely say NICE is much better. Our previous system was very limited and did not provide as many functions and controllability as NICE does. The interface is also much easier to use and offers more as a service.
The application is best suited in an office/call centre environment, which makes it great for what we do. If another company were to ask me if I recommend this software, then yes I would.

NICE CXone Feature Ratings

Agent dashboard
6
Validate callers
5
Outbound response
7
Call forwarding
8
Click-to-call (CTC)
9
Warm transfer
10
Predictive dialing
Not Rated
Interactive voice response
Not Rated
REST APIs
Not Rated
Call scripts
10
Call tracking
Not Rated
Multichannel integration
Not Rated
CRM software integration
6
Inbound call routing
10
Omnichannel inbound routing
Not Rated
Recording
Not Rated
Quality management
Not Rated
Call analytics
Not Rated
Historical reporting
Not Rated
Live reporting
Not Rated
Customer surveys
Not Rated
Customer interaction analytics
Not Rated

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