NICE inContact CXone can do it all
May 08, 2020

NICE inContact CXone can do it all

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

Overall Satisfaction with NICE inContact CXone

We are using NICE inContact CXone in multiple departments: a couple of inbound call centers, an outbound call center, the IT help desk, and some tier 2 customer support groups.

Pros

  • Call center reporting
  • Call center call routing and workflow
  • Real-time management of queues and agents
  • Customization and configuration flexibility

Cons

  • Reporting on agent unavailable states: 1) treating after-call wrap as a different category from other unavailable states (lunch, break, etc.); 2) better reporting on unavailable states by agent
  • Dashboard display flexibility. Currently, sizing and placing individual dashboard widgets is a challenge.
  • Email capabilities - Lacks the ability to "cherry-pick" urgent or high importance emails from the queue.
  • CXone provides excellent data on everything needed to measure agent productivity - AHT, utilization, and occupancy rates
  • The ability to measure performance by team, skill, campaign, etc. makes management much easier.
  • Real-time visibility of call queues and agents enables us to react instantly to changing conditions.
  • We have implemented an IVR solution for caller self-help, which has reduced agent-handled calls by more than 25%.
Working with NICE inContact CXone is my favorite part of my job. The user interface is intuitive, and I discover new capabilities or functionality almost every week.
Not Sure
NICE inContact CXone is great for inbound/outbound phone call handling. It can handle just about any need for the phone call channel. Because it is cloud-based and flexible, we have found that CXone is a great platform for at-home/remote agents.

For operations that use the email channel extensively, this is not a strength for CXone.

NICE CXone Mpower Feature Ratings

8.7
Agent dashboard
8
Validate callers
8
Outbound response
9
Call forwarding
9
Click-to-call (CTC)
9
Warm transfer
9
Predictive dialing
Not Rated
Interactive voice response
9
REST APIs
Not Rated
Call scripts
8
Call tracking
10
Multichannel integration
8
CRM software integration
Not Rated
9.2
Inbound call routing
10
Omnichannel inbound routing
9
Recording
10
Quality management
Not Rated
Call analytics
10
Historical reporting
8
Live reporting
8
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Comments

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