My NICE inContact CXone Review
October 27, 2020

My NICE inContact CXone Review

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

Overall Satisfaction with NICE inContact CXone

inContact is currently being used across the organization used for supporting internal as well as external customers. Main purpose for inContact in our company is for Technical Support.
  • Queue visibility and management.
  • Skill designation and implementation across various technical levels.
  • Ability to quickly manage alerts/notifications.
  • Mobile-friendly interface.
  • Alerts for agent status thresholds.
  • Integration with ticketing system.
  • We have experienced decrease in average wait times for users.
  • We have experienced decrease in dropped/refused calls throughout implementation.
  • Reports used for ongoing coaching.
We have taken advantage of customized reports for use with Quarterly/Monthly Metrics as well as coaching opportunities. We were also able to setup customized call routing/configuration to ensure users get in contact with the proper agent that can support their needs.
NICE inContact CXone is very user-friendly and intuitive from both Agent side as well as Management side.
The real-time dashboards are used constantly by our teams and help give visibility across multiple regions. These are used to ensure proper coverage during all times. We also utilize several of the OOTB reports like Agent Summary as well as Contact History.
Yes - We replaced Avaya after comparing numerous features and costs.
  • Management dashboards are customizable and user-friendly.
  • Pre-defined reports easy to run and export.
  • More functionality around Mobile Platforms would be desirable.

NICE CXone Feature Ratings

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