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User review of NICE inContact CXone

Great seamless experience!

- by Dennis Thompson

USER SATISFACTION

RECOMMENDATION
7 out of 7
Definitely
COST EFFICENCY
6out of 7
Very good
OVERALL IMPRESSION
4out of 5
very good
EASE OF USE
4out of 5
very good
CUSTOMER SUPPORT
4out of 5
very good

PROS & CONS

What are the best aspects of this product?

Seamless experience and user friendly interface helps work easily. Loved the inTouch product which is no longer in use.

What aspects are problematic or could work better?

When using the Central page to make changes for agents/skill proficiency we are able to view only 10 agent names at a time. This should be increased. The dashboard used to view calls, agent names etc can be redesigned to change module size and font size - currently the font size is too small even if the module size is changed.

What features/services would you like to see in future versions of this product?

Would like to see products such as inTouch in addition to the web version.

What specific problems in your company were solved by this product?

Call routing strategies helped improve performance, better control of the business especially with options such as remote monitoring, barge and coach options; detailed reports of agent status also helped.

Are you a current user of this product?

Yes

USER DETAILS

What is your role with this product?

  • I use it myself

How long have you been using this product?

3-5 years

COMPANY DETAILS

What is your company size?

More than 100 Employees

What is your industry?

Consumer Services

USAGE & IMPLEMENTATION

How did your company implement this product?

in the cloud

How long did it take to set up this product?

less than 1 month

How many people in your company actively use this product?

most employees

What is the primary use of this product in your company?

mostly B2C

FEATURE DETAILS

Inbound and Outbound Call

Call Recording
4
very good
Call Control
4
very good
Call Queues
4
very good
Call Disposition Codes and Notes
3
ok
Concurrent Calls
4
very good
Agent to Agent Calls
3
ok

Advanced Routing

Automatic Call Distributor (ACD)
4
very good
Interactive Voice Response (IVR) System
4
very good
Skill-Based Routing
4
very good

Business Tools and Integrations

Contact History
4
very good

Monitoring

Call Monitoring
4
very good
Call Barging
4
very good
Historical Reporting
3
ok
Agent Reporting
4
very good
Custom Reporting
4
very good