NICE inContact CXone vs Sparkrock

• Having a Technical Account Manager readily available, who we meet with on a weekly basis and who updates us as she's updated
• When there is an issue, they are constantly providing updates as the issue is being worked on and this helps their users give better direction as we try to help our members.
• They have so many wonderful features, there hasn't ever been a request of ours that they cannot fulfill. It's wonderful!

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• Integrates finance with payroll. Many solutions still run these as separate functions and this was one of the deciding factors for King's when purchasing Microsoft NAV in 2005.
• Altus has added an employee web app that seamlessly connects the outside 'users' to the information they require.
• HR position management has taken the many details of an employee in this environment and allowed each position to be tracked individually.

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• Banner displaying the dashboard outside InContact - will show on the person's bottom screen & display number of calls waiting & number of agents available.
• Bigger screen in Studio when you want to edit "Play properties" the box containing "Sequence" is really small & you cannot see when a message was last updated/added.
• Ability to delete old users in Central.
• Ability to save some reports as favourites.

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• Building in additional training support for end users as part of an implementation or upgrade.
• Sharing of best practices amongst like minded organizations and creating system and or reporting standardizations where possible.
• It would be great to see a "cashless schools" module as part of the product which integrates into the financial system!

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• 1 minute savings per phone call (in technical support) just from integration with CRM data in Salesforce
• Our internal service engineers are extremely pleased with the intelligent routing and priority given them, because of the ability to know which phone calls are from our service engineers.
• We are now able to sell and deliver "premium" level support to customers who want it because we can detect them on the call automatically and prioritize automatically.

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• In some cases the system has helped bring efficiencies to our world. The workflow capabilities of Dynamics CRM are extremely functional and helpful.
• The learning curve can be challenging for some. Those that are overwhelmed by technology in general can struggle with understanding how the system works and where to find what they need.

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