Great software to connect with clients
October 29, 2020

Great software to connect with clients

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE inContact CXone

My company uses NICE inContact CXone as a sales and customer service tool. We have many reps and agents logged in to take and make calls through the system. It helps our organization keep track of the employees' work and the client calls that we receive.

Pros

  • Keeping track of hours worked by employees.
  • Handling calls coming in from clients.
  • Recording interactions with clients.

Cons

  • I would like to have a more detailed log of my personal calls.
  • I am just an employee so I'm not sure of the cost, however the system has been invaluable during the pandemic.
This has been a perfect tool for our organization.
Not Sure
It is well suited in a high call volume environment. Since the pandemic, we have had to work remotely and the system has been excellent and well suited for remote working.

NICE CXone Mpower Feature Ratings

9.8
Agent dashboard
10
Validate callers
Not Rated
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
10
Interactive voice response
Not Rated
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
9
Multichannel integration
Not Rated
CRM software integration
9
10.0
Inbound call routing
10
Omnichannel inbound routing
Not Rated
Recording
10
Quality management
10
Call analytics
10
Historical reporting
Not Rated
Live reporting
Not Rated
Customer surveys
Not Rated
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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