CXone

CXone

33 reviews

WH Score

8.7

Top CXone Features

What are the Best CXone Features?

Customer Management

Customer Profiling
Customer Journey Mapping
Customer Lifecycle Management
Complaint/Feedback Management

Conversational AI

Contextual Interactions
Intent Discovery

Reporting & Analytics

Root Cause Analysis (RCA)
Call Log Reports
Forecasting
Performance Evaluations
Dashboard
Call Analytics
Quality Monitoring
CX Analytics
Sentiment Analysis
Conversation Analytics
KPI Tracking
Engagement Analytics
Agent Analytics
Conversion Analytics
Quality of Service Reports
Customer Satisfaction Rating (CSAT)
Customer Distress Index (CDI) Scoring
Call Monitoring
Call Scoring
IVR Reports
Call Summary
Meeting Summary
360° Customer View
Trend Reports

Recording

Call Recording

Drag-and-Drop Builders/Designers

Call Flow Designer
Dashboard Builder
Report Builder

Workflow Automation

Workforce Automation
Call Handling Rules

Workforce Optimization

Skill Management
Employee Experience Management
Performance Management

Phone System Features

Inbound Calling
Outbound Calling
Local Calling
International Calling

Supported Technologies

Artificial Intelligence (AI)
Machine Learning (ML)
Conversation Intelligence (CI)
Natural Language Processing (NLP)

Call Management & Administration

Call Waiting
Call Forwarding
Call Hold
Call Transfer
Call Redial
Call Popup
Call Back
Call Mute
Call Queue
Call Barge
Call Whisper
Call Assign
Call Query
Call Flip
Voicemail
Voicemail to Email
Emergency Calling
Automatic Call Distribution (ACD)
Auto Attendant
Screenpops
Predictive Dialing
Concurrent Call Sessions
Call Path
Call Lists
Call Scripting

Call Routing Types

Skills-Based Routing
Event-Driven Routing
Data-Driven Routing
Queue-Based Routing
Team-Based Routing
Location-Based Routing
Priority-Based Routing
Time of Day Routing
Omnichannel Routing
Voicemail Routing
Mood/Sentiment Routing

Call Time Limits

Call Wrap-Up Time Limit
Call Offering Time Limit

Language & Speech

Speech-to-Text

Chat/IM Management

Click-to-Chat
Chatbots

Collaboration Tools

Workspace
Wallboard
Notes
Screenshots
Virtual Assistant
Gamification

Supported Channels

Voice
Chat/IM
SMS

File Management

Document Summarization

Content Management

Knowledge Management

Data Management

Database Maintenance

Enhancements & Personalization

HD Voice

Compliance Accreditations

PCI

Governance, Risk, & Compliance (GRC)

Quality Management

Systems/Administrative

Agent Management
Centralized Console

After-Sales Service

Email Support
Chat Support
FAQs
Training/Tutorial

Conferencing Capabilities

Video Conferencing

Remote Support Features

Screen Sharing

Portal Types

Customer/Client Portal

CXone Top Features Related Review

B

Brandon

Reviewed on 15 March 2023

Ease of use and great functionality

I highly recommend it.

Pros

Excellent product that's easy to use with great functionality

Cons

There's nothing noteworthy to mention regarding any drawbacks

View All CXone Reviews

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