Our NICE inContact Experience
October 27, 2020

Our NICE inContact Experience

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

Overall Satisfaction with NICE inContact CXone

We are using NICE to communicate with our customers on a few different platforms. We currently use both NICE for the email and chat support option in a single department, but may expand in the future. It really is an asset when it comes to communicating quickly and efficiently with customers.

Pros

  • Efficiency.
  • User customization.
  • Easy to learn.

Cons

  • Needs more chat customization.
  • Text formatting issues.
  • Reduced cost per agent.
  • Lower handle time.
  • Increased customer satisfaction.
NICE is a super simple program that is quick and easy to learn. Once users have a basic understanding of how to use the program, other elements (chat, phone, etc.) can be added with little to no additional training. Users can also customize the program to make it more user friendly. It's a very straightforward, no nonsense sort of program.
Yes - We used NICE to replace Oracle RIghtNow. It's a more comprehensive program, but it was costly. We also were not using all the options/customization features that were being made available to us. NICE is a bit more straightforward, easy to learn, and the ability for users to customize their own work space is a great feature.
NICE inContact is great for customer service oriented fields. We are currently only exploring the email and chat option, but there is also room for expansion which is nice. It's quick and super easy to learn and navigate for newer agents. I feel as though it's useful in most Customer Service situations.

NiCE CXone Mpower Feature Ratings

8.7
Agent dashboard
9
Validate callers
Not Rated
Outbound response
7
Call forwarding
Not Rated
Click-to-call (CTC)
Not Rated
Warm transfer
Not Rated
Predictive dialing
Not Rated
Interactive voice response
Not Rated
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
Not Rated
Multichannel integration
10
CRM software integration
Not Rated
8.2
Inbound call routing
Not Rated
Omnichannel inbound routing
Not Rated
Recording
7
Quality management
7
Call analytics
Not Rated
Historical reporting
10
Live reporting
8
Customer surveys
Not Rated
Customer interaction analytics
9
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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