Honest Review!
October 27, 2020

Honest Review!

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

Overall Satisfaction with NICE inContact CXone

We work at a call center, and it is used by all of the representatives and specialists to answer phone calls, as well as outbound calls. It also allows us to schedule meetings, reminders, and callbacks. It is an easier alternative to using a regular phone. It also regulates how many calls we take.
  • Handling calls.
  • Scheduling reminders.
  • Scheduling callbacks.
  • Can be slow at times.
  • Poor connection at times.
  • Has made things more simple.
I have not been able to customize it.
I give it an 8 because I find it extremely convenient. However, we have had instances where it will crash.
I give it an 8 because it does that most of the time with a few snags.
Yes - It replaced the phones as well as scheduling system called Verint. I do not know why it was replaced.
Verint Community (Telligent Community)
It's well suited for call centers, as it is very convenient. I'm not sure where it would be inappropriate.

NICE CXone Feature Ratings

Agent dashboard
5
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
5
Interactive voice response
10
REST APIs
6
Call scripts
9
Call tracking
10
Multichannel integration
10
CRM software integration
10
Inbound call routing
10
Omnichannel inbound routing
9
Recording
10
Quality management
10
Call analytics
9
Historical reporting
10
Live reporting
8
Customer surveys
7
Customer interaction analytics
7