
TrustRadius
NICE inContact CXone is a cloud-based contact center platform that manages customer interactions across multiple communication channels. It includes features such as omnichannel routing, workforce optimization, automatic call distribution (ACD), and interactive voice response (IVR) system.https://dudodiprj2sv7.cloudfront.net/product-logos/eW/qd/JB3V8JCKA3MP.JPEGNICE SystemsAn innovative company with a solid platform, just needs to improve in certain legacy areas.2018-12-19T01:56:03.780ZIt is being used by some departments and we are over time rolling it out to the whole company. It definitely resolves our scalability problem for our growing company. It also adds reliability in comparison to an in-house solution.,Availability due to them being public cloud is nice to have. As they function of AWS it assures you that they have regional backups of their platform.
Scalability of the platform is good. You can increase ports and decrease them on demand and cater to your high and low volume seasons.
The management web interface and Studio software are neat features of the platform.,The built-in softphone option is expensive and does not support 911 dialing out which puts call centers in a legal pickle.
The voice platform is not on AWS and is resilient for most the part but not fully fault tolerant. Have seen media server issues affect voice quality sometimes.
The screen recording software Engage is something straight out of the 90s. The interface, crystal reports, the delays. Engage side of the company is bad in products and support. The recording software does not provide 100% recording and they always have an excuse for why Engage does not work but never a solution. I have a missing screens problem open with them for longer than 3 months.,8,Positive return on investment due to ease of training and use by the customer service representatives.
Negative returns because missing audio and screens on our calls where our clients hold us accountable for the quality of calls and reliance with monetary means.
Pay per use ends up being a good deal for a growing company.,,Genesys PureConnect, Cisco Unified Contact Center, Calabrio ONEVerified UserAmazing integration options and configurability2018-01-24T22:46:33.916ZinContact is being used in all customer-facing support and sales teams. It allows us to easily manage in and outbound contacts with our customers, and also integrate call logging and contact metadata into Salesforce. Integration with Salesforce also allows us to make intelligent routing decisions real-time to provide that moment of "delight" for our customers.,The Studio is amazing. You can design all sorts of logic and process for calls to be routed through, based on integration data, and a whole slew of things. It also defines what you pass to your agent and screen pops.
Integration with 3rd party sources real-time is quite good. API interoperability is great.
Integration with Salesforce is, though a bit clunky, very functional and works as intended.,The UI for the agent is a bit dated, especially with the Salesforce agent.
They don't seem to have enough UX testing done before releases and have great opportunity to improve and listen to user feedback.
User feedback opportunity is limited. There is nowhere visible really to submit feedback that gets tracked. The process is opaque.,10,1 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.,interactive intelligence,Salesforce Service Cloud, Asana, BoxHans HonginContact supporter2017-11-09T17:25:19.759ZThis is the overlay on top of our softphone Fuze - we use this to mask outbound calls, record calls, and monitor KPIs.,Great dashboards
Great functionality and reporting
Great support,Better communication with TAM
Better weekly conference and update communication,7,Allowed for quick growth and expansion,Cosmo,Fuze, Skype, DataGravityVerified UserAttensity review2014-05-28T20:31:26.891ZAttensity is very useful for Text Analytics programs and we used it for our survey analysis. The primary use of the technology/tool is for sentiment analysis of open ended questions we ask our customers in surveys. It helps us in improving our business processes by understanding customer pain points.,70 to 80% accuracy in triple categorization.,If we can reduce the training time for knowledge engineering, then it will be really useful.,Increased customer insights,7,,5Shailesh DubaleAttensity - so much potential, but fall short on providing value2014-01-24T20:38:49.721ZAttensity is currently used in our Customer Retention department in an effort to gain insight into what our customers are saying. We bring in data from three points of the customers lifecycle: when they join one of our brands, while they are a current customer, and if they leave the brand. It helps us address all kinds of problems, everything from operational/technical issues, strategic issues, and issues that may just be an anomaly. It also helps us gain insight into what our competitors are doing.,Makes the process of feeding data into the system seamless
Can crawl the web and collect data from thousands of websites, essentially anywhere your brand is being talked about
Does a great job of collecting social media data
User friendly in terms of creating dashboards,Needs to reduce noise (ie advertisements) from data collected from around the web
Categorization is tedious and takes an extremely long time, especially with high volumes of data
Overall, the system runs slowly. Some days it's better than others.,Increased employee efficiency
Increase in number of opportunities identified
Helps understand our customer voice,7,,8Justin Sarni
Unspecified
NICE inContact CXone
20 Ratings
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