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NICE inContact CXone Review
Updated May 28, 2021

NICE inContact CXone Review

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

Overall Satisfaction with NICE CXone

It helps the whole business operate.
  • Streamlined.
  • Clear quality.
  • It glitches too much when answering a call.
  • Helped complete sales calls.
My dashboard helps a lot with tracking.
Sometimes glitchy.
Slow to update.
It is well suited for answering calls.

NICE CXone Feature Ratings

5.6
Agent dashboard
9
Validate callers
8
Outbound response
7
Call forwarding
7
Click-to-call (CTC)
7
Warm transfer
9
Predictive dialing
4
Interactive voice response
5
REST APIs
5
Call scripts
1
Call tracking
3
Multichannel integration
4
CRM software integration
4
2.8
Inbound call routing
4
Omnichannel inbound routing
4
Recording
2
Quality management
3
Call analytics
3
Historical reporting
3
Live reporting
3
Customer surveys
2
Customer interaction analytics
1
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using NICE CXone

400 - Support, supervisors, front line, all use this. I am unsure how many use it exactly. It does not give me many issues, things run a little smoother than they have in the past. There are however too many non specific skills that are easily confused for new agents and this causes unnecessary escalations and stress.
  • Call other agents.
  • Confirm policy with supervisor.
  • Contact airline for policy.
  • Contact support for penalties.
  • Saving some outbound numbers as contacts.
  • Using the email system.
  • The tracking.
  • Additional tracking.
  • The stats need to be cleaned up.
  • Easier company communication for support.
The quality is pretty clear despite who I am speaking with, I have very few errors with this site. I like the tracking that the dashboard has to offer me. I can watch the call counts and manage my own time better depending on the volume of calls to agents.

NICE CXone Implementation

  • Implemented in-house
Yes
Change management was a big part of the implementation and was well-handled
  • Everyone getting on the same page.

NICE CXone Training

  • Online training
  • in-person training
  • no training

Configuring NICE CXone

NICE CXone Support

ProsCons
None
Poor followup
Less knowledgeable
Problems left unsolved
Not kept informed
Escalation required
Difficult to get immediate help
Need to explain problems multiple times
Support doesn't seem to care
Slow Initial Response
Yes
No, I cannot because it is hard to reach the tech support team.

Using NICE CXone

ProsCons
Easy to use
Technical support not required
Feel confident using
Familiar
Inconsistent
Slow to learn
  • Call transfer.
  • Dashboard.
  • Muting and holding cars.
  • Calling out of system.
  • Calling internationally.
  • Disposition freezing.

NICE CXone Reliability

CALLS DROP SOMETIMES

Integrating NICE CXone

Upgrading NICE CXone