Markcomm Pitch

Overview

NICE CXone is a top rated cloud-based customer service solution. This solution offers you multi-channel routing, data analytics, workforce development and automated workspace with the help of AI. NICE CXone is suitable for all business sizes and delivers the ultimate satisfactory experience to your customers.

Screenshot

NICE CXone

Features

  • Alerts / Escalation
  • Appointment Management
  • Archiving & Retention
  • Auto-Dialer
  • Automated Routing
  • Blended Call Center
  • Budgeting/Forecasting
  • Call Center Management
  • Call Disposition
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Call Scheduling
  • Call Scripting
  • Call Tagging
  • Call Transfer
  • Live Chat
  • Scheduled Recording
  • Virtual Assistant

Specifications

  • Deployment: Cloud Based, Web Based, SaaS Based

Training

  • In Person
  • Live Online
  • Webinars
  • Documentation

NICE CXone Users

Available Support

  • Phone
  • Live Support

Company Details

  • Company Name: NICE inContact

  • Headquarter: United States

  • Full Address:

Reviews

Overall: We’ve had a great experience with NICE inContact CXone so far, I’m very glad that we switched over from our previous VOIP provider.
Pros: I really appreciate the level of customization NICE inContact has, we have many different profiles for phone agents and the ability to tune everything in to exactly what each agent does has been really great.
Cons: The biggest issue we’ve had was in setting up supervisor dashboards, anyone with privileges can set one up and the menus start to get cluttered after awhile. We’re able to occasionally prune down the views and get things looking reasonable again though.

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Pros: Very user friendly. We very rarely need help from our IT team to make any changes or updates. Most reports and tools can be figured out. Training tools are great. Integration very simple, using Skybox to assist. TAM, Garland Bailey, is excellent.
Cons: Analytics are hard to use and are not accurate based on what I know. InView does not match InContact reporting. We have asked for support/assistance resolving issues and we have not received resolution in over 3 months. We need additional widgets in the dashboard but can’t get them.

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What do you like best?
I like that it’s easy to use. Everything has its own neat little space. The Max Launch option even gives it a smaller and sleeker need, especially if you don’t use dual monitors. It’s nice that you can even add your own folders for contacts too. A lot of dialer systems won’t allow you to do that. You can change your colors for your display and it really kinda gives you almost a Yahoo Messenger feel. I know this sounds weird but if you were born in the late 80s or 90s you know what I’m talking about and you learning how to use this will come pretty easy as it will almost feel like you’ve used the program before if you did a lot of instant messaging back in the day.

What do you dislike?
The ONLY thing I don’t like is that my job doesn’t allow inbound calls to auto gnerate the member’s information when they call in.

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What do you like best?
I love how friendly and straightforward the interface is, I love the fact that you can access to it online, it is just faster. The process to make a call is very fast, so that you can manage large volumes of calls a day. Making conference calls is so easy as well.

What do you dislike?
The only thing that I have not found as a tool would be a timer to automatically close the app when I finish my shift, that might be useful because in the past I used to forget to close it and that might have caused me problems with my boss.

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