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User review of NICE inContact CXone

The experience has been great.

- by Damion Simms

USER SATISFACTION

RECOMMENDATION
6 out of 7
Very likely
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?

The best aspects of the product is the RoboDialier, as we can automatically update our customers regarding any issues with their packages.

What aspects are problematic or could work better?

The issue of removing an agent is very problematic, also supervisory controls definitely need improvement.

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

Adding more control over calls and agent statuses for supervisors.
Adding more control as it relates to adding and removing agents etc.

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

We had a call volume issue, where we were not able to see how many calls were coming in at once, and also an issue where we needed campaigns to deal with a certain marketing issues.

Are you a current user of this product?

Yes

USER DETAILS

What is your role with this product?

  • I made the decision to purchase it

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?

Logistics and Supply Chain

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?

several employees

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

mostly B2C

PRICING & COSTS

What was the cost of implementing this product?

$3000

What is your total annual cost for using this product?

N/A

Did you get any discount for this product? How much?

No

FEATURE DETAILS

Inbound and Outbound Call

Call Recording
4
very good
Call Control
4
very good
Call Queues
3
ok
Click-To-Call
3
ok
International Numbers
3
ok
Call Disposition Codes and Notes
2
mediocre
Outbound Caller ID
4
very good
Personalized Greetings
4
very good

Advanced Routing

Automatic Call Distributor (ACD)
4
very good
Interactive Voice Response (IVR) System
4
very good
Skill-Based Routing
4
very good
Forward To Phone
4
very good
No-Answer Call Forwarding
4
very good

Business Tools and Integrations

Seamless Integrations
3
ok
Enhanced Caller ID
3
ok
Contact History
4
very good

Monitoring

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