User review
of NICE inContact CXone
Solid!
-
by Anonymous Reviewer
USER SATISFACTION
RECOMMENDATION Very likely
6 out of 7
COST EFFICENCY Acceptable
4out of 7
OVERALL IMPRESSION very good
4out of 5
EASE OF USE ok
3out of 5
CUSTOMER SUPPORT ok
3out of 5
PROS & CONS
What are the best aspects of this product?
No on premise installations except a browser plugin for Salesforce.com connectivity. Robust IVR capabilities. Rock solid performance (three years no outage)
What aspects are problematic or could work better?
Report writing is a bit funky would rather use Power BI or other tools.
What features/services would you like to see in future versions of this product?
Would like more advanced features like caller volume alerts, key phrase alerts, better chat/bot.
What specific problems in your company were solved by this product?
Reliable IVR for global call center.
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?
1-3 years
COMPANY DETAILS
What is your company size?
51-100 Employees
What is your industry?
Hospital & Health Care
USAGE & IMPLEMENTATION
Did your company use a different software before this one?
Yes
What software did you use before?
New Voice Media
Why did you decide to change it?
unreliable difficult to use, cost
Are you satisfied with the change?
yes
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?
both B2B & B2C
FEATURE DETAILS
Inbound and Outbound Call
Call Recording very good
4
Call Control very good
4
Call Queues very good
4
Click-To-Call ok
3
Call Disposition Codes and Notes ok
3
Outbound Caller ID mediocre
2
Voicemail ok
3
Concurrent Calls very good
4
Personalized Greetings ok
3
Advanced Routing
Automatic Call Distributor (ACD) very good
4
Interactive Voice Response (IVR) System very good
4
Skill-Based Routing very good
4
Forward To Phone ok
3
Business Tools and Integrations
Seamless Integrations ok
3
Computer Telephony ok
3
Enhanced Caller ID mediocre
2
Contact History ok
3
Automated Workflows ok
3
Monitoring
Call Monitoring ok
3
Call Barging ok
3
Historical Reporting mediocre
2
Agent Reporting mediocre
2
Custom Reporting mediocre
2
Utilities
Email Notifications ok
3
Desktop Notifications ok
3
Custom Permissions ok
3
