My Day to Day with NICE
Updated June 16, 2021

My Day to Day with NICE

ShaKira Carroll | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE CXone (formerly NICE inContact)

InContact is the telephone system we use in order to receive calls from end-users. It shows the caller id, the number of calls, missed calls, etc. Our department uses it but it is the direct way that the organization itself is able to reach us. It addresses the problems most call systems would miss because it hardly ever has any glitches and is very user friendly.
  • Screens calls
  • Let us know of operator errors.
  • Provides several options if we need to step away from phones.
  • The amount of times I have to reset it when it freezes
  • How the system doesn't always immediately connect after a disconnect.
  • Some of the options from the drop down list.
  • N/A
  • Positive
  • Great
I gave it a 9 because the tool is very user friendly. We are able to sign into the queue daily with ease, take calls, and monitor the queue as we talk on the phone. The metrics aren't hard to read and I can sign in/out with ease. The system is hardly ever down, and it rarely ever crashes.
I'd say it's less appropriate on days where my internet service goes in and out, and it takes forever to reconnect. Once service is reestablished, I have to completely close out the dialer and then reconnect. I lose all the calls I've taken.

NICE CXone Feature Ratings

Agent dashboard
Validate callers
Outbound response
Call tracking
Inbound call routing
Not Rated
Quality management
Call analytics