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my review
October 29, 2020

my review

Velinda Huerta | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE inContact CXone

It's so organized. I love this program. It helps me every day throughout the week. I log in and check my NICE and it updates me when I have a break, lunch and when I'm off my shift. Even has a timer for me.
  • Punch periods. Recommend for its accuracy.
  • My phone connection. I take calls through NICE.
  • It only allows you to have access to some of the features, not all of them.
  • It has had a lot of impact.
I have yet to customize reports.
I give it an eight cause it can still use improvements.
Not Sure
The other day I needed to check when my lunch was and I wasn't too sure so I logged onto NICE and it showed me my lunch period and also gave me a timer as to how much longer I needed until I went to lunch.

NICE CXone Feature Ratings

8.5
Agent dashboard
8
Validate callers
7
Outbound response
10
Call forwarding
8
Click-to-call (CTC)
8
Warm transfer
8
Predictive dialing
9
Interactive voice response
8
REST APIs
9
Call scripts
8
Call tracking
8
Multichannel integration
9
CRM software integration
10
8.0
Inbound call routing
7
Omnichannel inbound routing
8
Recording
8
Quality management
7
Call analytics
9
Historical reporting
8
Live reporting
8
Customer surveys
8
Customer interaction analytics
9
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated