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Great tool for making a lot of phone calls using little manpower.
What do you like best about the product?
The ability to work the inventory that I want to work and filter as needed.
What do you dislike about the product?
Interface and screens should be more customizable so I can see only what I want/need to see.
What problems is the product solving and how is that benefiting you?
Working alot of inventory with a small amount of people.
Recommendations to others considering the product:
Effective autodialer technology and results.
8/10
What do you like best about the product?
Easy to use, and the layout is useful.The reporting system could use a little updating, but it's pretty good for the version we're using.
What do you dislike about the product?
Takes up so much bandwidth and/or memory for remote workers. Connection issues are a constant regardless of how powerful the internet connection and speed of the machine.
What problems is the product solving and how is that benefiting you?
We are working on a large, complex project that was organized rather hastily; NICE CXone was an easy transition, reliable, cost effective, and was the perfect tool that we needed at the perfect time.
NICE CXone Overview
What do you like best about the product?
NICE incorporates many of the everyday standard sales tools into one platform. By doing this, it allows for a more effective and efficient sales process for Sales representatives.
What do you dislike about the product?
Requesting time off via NICE requires a separate log-in.
What problems is the product solving and how is that benefiting you?
NICE makes it easier to access client data with fewer keystrokes. When you're in busy mode, this goes a long way to saving time.
User-friendly
What do you like best about the product?
The feature of incontact that I like the best is that it is very user-friendly. I have been using incontact for over a year and even with the updates and changes to the layout of their product it is easy to navigate.
What do you dislike about the product?
I can't say that there is really anything that I dislike about incontact. I have never had any issues with it and like I said above, it is easy to use. This is a great product.
What problems is the product solving and how is that benefiting you?
I use incontact to view my schedule and make any changes to my schedule. I like that I can request a day off or request that my break be at a specific time all within this module. It makes everything very convenient for me.
Recommendations to others considering the product:
N/A
Works well. Operates as it should. Easy to maneuver.
What do you like best about the product?
The simplicity of the operating system is great. The sign in process is simple and straight forward. Transferring, answering and conferencing calls is an easy process.
What do you dislike about the product?
Sometimes the system is a little slow but that could also be an issue on my end. My computer isn't the quickest and that could be the reasoning for the slow system.
What problems is the product solving and how is that benefiting you?
All of my CSR needs are met. The system operates as it should.
Recommendations to others considering the product:
Works well!
Easy to use dashboards with clear and accurate information on call queues
What do you like best about the product?
As an employee who uses NICE CXone I enjoy the agent list on my dashboard, it is very accurate and lets me know instantly whether or not my collages are available. This is extremely helpful for my position as a call coordinator as it saves me times by letting me know instantly when someone is open to taking a call or will need to call back
What do you dislike about the product?
There are a few things I think could be greater improved. I'm not sure if this is related to my company, but I do not enjoy the auto-accept for calls when I have the phone linked to sales force. When we were using cisco we would always be given the option to accept or reject a call when needed, now I have to unlink the phone after every call to get an accept or decline option. Overall that is not terrible, but it does add an extra step to my workflow
Changing work stations is also a pain for me, we can't have two different instances of the soft phone unless we have two liscence keys which makes it a nightmare to switch from home to office. I have to sit on the line with out IT department for at least an hour to have the liscence key reset because it shows as revoked every time I siwtch from home to the office. I understand that if covid were not a thing this would be an issue but it is not very flexible in that regard.
Changing work stations is also a pain for me, we can't have two different instances of the soft phone unless we have two liscence keys which makes it a nightmare to switch from home to office. I have to sit on the line with out IT department for at least an hour to have the liscence key reset because it shows as revoked every time I siwtch from home to the office. I understand that if covid were not a thing this would be an issue but it is not very flexible in that regard.
What problems is the product solving and how is that benefiting you?
The greatest benefit NICE CXone has for my team specifically is the queue visualizer in our dashboard. Our team is highly competitive and tries to keep our queue empty with very fast response times. Having that visual on how many calls are in queue, how long they have been in there and the percentage that we reached them within our time limit is helpful to let our team reach is call goals and show our company numerically that our team is the best.
Recommendations to others considering the product:
Wonderful phone system and dashboard for fast-paced professional workplaces that require phone systems and queues for workflow
CXone is a great program that I use for work and would be great fro anyone needing to communicate.
What do you like best about the product?
What i like the best is the different options that are provided.
What do you dislike about the product?
What I dislike is that sometimes the connection doesn't stay through.
What problems is the product solving and how is that benefiting you?
I use either Chrome or the Incognito if the connection does not go through, or I relog in
Great Product!
What do you like best about the product?
This product is intuitive and easy to maneuver
What do you dislike about the product?
sometimes it can time out and disconnect unexpectedly
What problems is the product solving and how is that benefiting you?
solving the issue of tracking adherence and usage of the product. It has the benefit of being easy to figure out and use
Good, but could be better
What do you like best about the product?
Aux codes and seeing how long I've been on break.
What do you dislike about the product?
I have to open CX one and then Salesforce to sign in. Sometimes I'm logged out for no reason and can't just log back in on my aux code. I have to go back to reopen CX one and then salesforce again. It should be one easy workflow instead of two.
What problems is the product solving and how is that benefiting you?
Sometimes, I'm logged out for no reason. I benefit from seeing how long I've been on a particular aux.
Recommendations to others considering the product:
Pay attention to your aux code
Easy to use and self explanatory
What do you like best about the product?
The pop up feature, hard to miss visually,
What do you dislike about the product?
Can not change ring tone is ear pearcing
What problems is the product solving and how is that benefiting you?
N/A
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