NICE inContact CXone Reviews

NICE inContact CXone is being used by the company I work for to: Manage dials, calls, conferences, call transfers, phone books, scheduled call backs, scheduling, communication, call managing, call history recording, and more. It addresses calling and dialing management. All of these things are put together in a way that makes work flows easier, faster, and more seamless.

Supervisors and or managers have customized max in ways that is optimal for the agents like myself to work effectively, quickly, and easily.
Letting agents use tools and displays that are used more frequently and are more crucial for the work process makes the over all experience of the work much better.

We use NICE inContact CXone with Salesforce as our CRM platform and it so far is much better [than] the previous solution we had. We are still fairly new to using it, however the features it offers seem really exciting. We are just now starting to use the workforce management function and trying to better understand that. It really has helped with the QA of calls as well and offers some cool features there that our old platform did not support either. We use this primarily in the customer care organization, however the reports are used throughout the company.

We just started to customize bots in the chat channel and so far that helps a little. We have added a few customized responses that also seem to help deflect some of the easy but high call drivers.

NICE INContact is being used at our company as our main call center IVR and phone application. We started out utilizing the Ring Central hard phone application but we saw the benefits of this online application. We made the transition and started out with the old Online application (Thin phone) and it was a reasonable upgrade. Now with MAx, things are better than ever, we incorporated the Voicemail skills so we're not missing any phone calls.

The personalization we have given to the platform, has consisted on IVR scripting and reporting customization. Our needs change constantly but the application has the ability to adapt to those needs. The IVR transition we had, was definitely one of the highlights of our time with this program; it was a seamless transition without interruptions and worked perfectly well.

Ascensus uses inContact and MAX to launch/manage our call Queue and receive and send inbound and outbound calls.
In my experience with NICE I've had very little issues with it, and supporting it has been very easy for our higher up teams.
Common browser update issues seem to affect this program much less than any others. I would certainly have to recommend to anyone using an older/out of date call management system!

The ability to customize and refine every detail of the GUI, and specific teams/groups of employees gives the advantage to managers. Managers can now easily access reports, employee status, and call generation times as a result. Overall, a great compliment to any management team who is in direct supervision of their employees.

We are using the NICE inContact CXone platform across our contact center for new client intake, it's used both in office and for our work at home agents. The platform has given us the flexibility to scale users within hours, connect to our CRM for a deep integrations such as lookups based on ANI, creating records based on an IVR outcome and automatic loading of records for dialer (personal connection). inContact has also allowed for ease of use from a supervisor standpoint as the platform is web based and the dashboard and supervisor views can be viewed from anywhere there is an internet connection.

Our contact center handles multiple brands and services. The NICE inContact CXone platform has allowed us to handle those interactions with the needed individualized branding and service without having to have dedicated agents. We accomplished this through dynamic screen pops and whisper tied to the inbound call DNIS or skill. This informs our multi skilled agents exactly how to handle the call effortlessly before it is delivered to them in real time. In addition to this flexibility on the agent level, our support staff are able to easily see these calls based on brand or service through customized dashboards and reports. These metrics can drill down to a granular agent level or review by campaign.

Customer service uses NICE to schedule and manage efficiencies within our department. It is used by our sales department and extended warranty group. Using NICE to track calls and determine how a customer uses our IVR helps us understand where we need to make corrections ensuring that we are fielding as many calls as possible, and getting customers to where they need to go. Being able to see live data on all inbound contacts allows us to be aware of a representative's needs as they happen. Seeing their live stats allows management to help the representative with their customer before the call escalates giving us the power to be proactive rather than reactive. I love using the week to date data as we review our teams during our pre-shift meetings. Again, allowing supervisors and leads to be proactive versus reactive. As everyone knows in this industry, every second counts.

I have chosen the data I wish to focus on. Removing the data I am not interested in has made things easier to see. I like being able to adjust the information displayed on my dashboard including the size and position so we can keep a closer eye on particular queues over other queues.

InContact is the telephone system we use in order to receive calls from end-users. It shows the caller id, the number of calls, missed calls, etc. Our department uses it but it is the direct way that the organization itself is able to reach us. It addresses the problems most call systems would miss because it hardly ever has any glitches and is very user friendly.

Definitely has a positive impact. inContact generates a daily report that we are able to use to compare day to day analytics, which shows areas that we need to improve in order to continue doing our jobs correctly. Although we aren't able to do any personalized call scripts, I enjoy that we can see the analytics in the background, which helps us to know the status of all the people in our department that take calls.

We do healthcare marketing for pharmaceutical companies. It allows us to get into contact with a colleague at a moments notice whether or not their cell phone is on. It is used across the whole company and it is very efficient. It allows employees to keep track of their time and their outbound/inbound phone calls. However I can say the numbers take a little while to update such as outbound and inbound calls or your break time on the detailed report. Other than that the software has little to no flaws... that is the only thing that needs to be fixed to make this software better. Overall 4/5 Stars.

This program is used across our entire organization. This program handles call, chats and emails for us as well as time keeping and agent status. The program has a clean design and user friendly interface.

We use custom reports and analytics as well as agent skilling based on real time volume and agent availability statistics.

We use this program to keep track of calls coming into our Call Queue

We don't have a call script, only have things to verify

It is being used for all calls and chats to the Service Desk by everyone in the company. The Service Desk is the first contact group for computer technical support.

NICE inContact is a product we use on a daily basis. It allows us to take inbound calls, place outbound calls, and access databases that house customer contact made by phone, email, or chat. It also gives us a snapshot of of schedule and call metrics. It eliminates the need for multiple programs being involved in the call taking process.

As an analyst I do not have much experience with customizing the software.

We are using along side Ring Central for our company wide phone system.

I have not used this feature.

inContact is currently being used by majority of our departments but they are trying to get everyone department wise onto inContact. It helps with incoming calls to clinics and hospitals. We help schedule patients, answer medical questions, transfer to providers, as well as deal with any symptoms and insurance questions and requests.

This helps keep agents held accountable for quality of calls and how we conduct business between us and patients.

We have implemented inContact as our call center phone system. We added a dialer that allows the groups to effectively contact our leads in a much faster rate than manually dialing. The cloud based system has also provided remote capabilities during COVID-19 that was critical in keeping our business going while at the same time keeping our employees safe.

We are highly customized for our environment. We have a VoIP admin who has worked directly with your administrators to provide this customization along with user and admin training during cutover to this new platform. The training provided a seamless migration to this new system and set us up for success. We have added more reporting, so it is nice to have options when the system has limitations.

All of my location utilizes inContact for both internal and external calls. My understanding for the main purpose is to control what the customer's caller-ID shows when receiving, so that any phone calling will display the number for our customer service center.

I am not a manager and do not have access to any form of customization.

It is utilized for our customer facing departments. Customer Service, Dispatching, Sales Team, and Accounting. This consists of about 45-55% of our company employees. Two of the major problems addressed is in-depth reporting and call recording. We have a complex structure and the reporting was a key-factor in all our decision-making. The Supervisor tool is especially useful in on-the-spot call audits, thus giving us the ability to provide at-hand assistance.

We have created both customized reports and personalized call scripts. The customized reports has benefited all levels of our management structure as well as our customer facing departments. We have been able to create customized that reflects our business expectations and adapts to our perceptions and interpretations. Additionally, we do have personalized call scripts. We started our company with one man and one truck. We like the ability to still provide that family welcoming greeting and route them with few options to make it feel less corporate and give the customer a more "hands-on" introduction to our company.

We use inContact in order to schedule patients for their radiology appointments. I think the whole scheduling department uses inContact in order to communicate with each other. We get up to 75-100 calls a day and is used all day by staff. Sometimes it has issues with calls being jammed up and the system will go down for a bit but it doesn't happen often.

Personally I haven't had to customize any reports or call scripts. But I think it helps managers to have that flexibility to change scripts and customize reports needed for their managerial duties. It helps them see different waves of calls we get and at certain times can be helpful to know when the busiest time is.

inContact is the product we use so diabetic customers can call us and we can troubleshoot their pump, transmitter and sensor issues. It is used in the Customer Tech Support department of the organization. It addresses the issues that diabetic customers might be experiencing so they can have human to human conversation to troubleshoot.

With the customizable software I can create different boards on who is working, where they are working, when they are on break, when they are on lunch and when they are not working. This is helpful because I know who I can reach out to for any help or questions, and who will not answer.

We resell CXone to our customers (Telcos, Retail, Financial, etc), and also give support on the platform. The system allows companies from different sizes and needs to migrate your contact center to the cloud, with omnichannel routing, analytics, workforce management etc. As a consultant, we focus to help do customer to extract the best information on the reports and how to give the best customer experience.

It is very easy to create a custom report in the system, with all the columns available and possibility to integrate with other systems.

NICE inContact is used among all of the "customer service" employees, such as myself. I find inContact to be efficient and a useful tool. Particularly for me, when a customer needs a callback at a certain time, I don't have to write it down, or schedule it in the calendar. I can set an alert and schedule the call directly through the program. This makes my job so much easier. There are things that are frustrating, such as the issues with having to clear your cache often, but I have noticed a difference lately in not having to do that as much.

I have not customized any platforms.

NICE inContact is used across our whole organization. We have it set up so that our NOC and customer service teams can handle calls coming in from multiple hunt groups depending on each user's skill with that particular hunt group. This has allowed us to cross-train some users between two somewhat similar cinema groups and utilize their skills to support the other group when one is busier than the other.

We use NICE inContact CXone to manage inbound and outbound calls for a multi-client enterprise mobility management company. Our helpdesk relies on inContact for managing queues, recording calls, and allowing outbound follow-ups. Currently, due to Covid-19, almost all our employees are 100% WFH and the integrated smartphone feature has been of particular value for us to allow our technicians to take calls from their computers without a hard line.

We've been able to do a lot with inContact that is specific to our business, especially regarding management of the helpdesk.

We use NICE inContact to take calls and support FIS Employees. NICE has the inContact Tool inside where you can take calls, call users back, and clock in and out. It is being used across the FIS organization. It addresses the problems of call taking and providing support for our users. It is the main tool that we use.

We have our own knowledge base for call scripts but we've tried listening to our IVR, which is really nice. Our manager told us that they can request to have it changed when needed which is pretty cool. I only have access to the application to take calls and can only see the dashboard shared to us by our leads.

NICE inContact is used as our main source of inbound phone calls. We use it as a means to navigate our calls and our system. We use the CXone to answer inbound calls, make outbound calls and to continue to reach out to customers each and every day. We have used this system for as long as I can remember and longer.

I was able to customize my dashboard to be able to monitor and view the calls that my employees are taking and making. This helps me to navigate their time cards, unavailable times, and gives me the ability to be able to make adjustments to their schedule as needed and based on their time.