Thank you InContact!
June 23, 2021

Thank you InContact!

Jerry Newsom | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with NICE CXone (formerly NICE inContact)

[NICE CXone (formerly NICE inContact)] has allowed us to wrangle all our scheduling into a more organized, data-driven approach towards scheduling. It has given us quantitative data to examine the exact levels of personal care we are giving each modality we service. Further, it has allowed us to leverage existing strengths we have and more towards an even more organized approach to patient care & scheduling.
  • Date Driven Results
  • Exact understanding of quality of service provided
  • What days or times of day we are busiest.
  • More Out of the Box Reporting Functionality
  • Google Chrome browser often cranky and uncooperative
  • Positive
  • Given us much more digestible info on our scheduling process
  • Much more quantitative control over raw volume of monthly calls received
Not really, only had a month.
Superior platform, given us more leverage and predictability with our large call volume, we've added dedicated full time schedulers to our workforce who use InContact exclusively.
Haven't customized much yet, still viewing initial data sets.

Do you think NICE CXone (formerly NICE inContact) delivers good value for the price?

Yes

Are you happy with NICE CXone (formerly NICE inContact)'s feature set?

Yes

Did NICE CXone (formerly NICE inContact) live up to sales and marketing promises?

Yes

Did implementation of NICE CXone (formerly NICE inContact) go as expected?

Yes

Would you buy NICE CXone (formerly NICE inContact) again?

Yes

We get over 3,000 calls/month for a variety of Radiology scheduling requests, so we needed a scheduling system that had the scalability and optics to allow us to manage this giant beast. We had previously been relying only on people scheduling between their visits and between checking in visitors, so we had no dedicated team of schedulers or a software to support. We are only on our first month, but have seen amazing results thus far.

NICE CXone (formerly NICE inContact) Feature Ratings

Agent dashboard
8
Validate callers
7
Outbound response
9
Call forwarding
6
Click-to-call (CTC)
6
Warm transfer
7
Predictive dialing
9
Interactive voice response
6
REST APIs
7
Call scripts
7
Call tracking
9
Multichannel integration
8
CRM software integration
10
Inbound call routing
9
Omnichannel inbound routing
8
Recording
6
Quality management
8
Call analytics
9
Historical reporting
9
Live reporting
9
Customer surveys
5
Customer interaction analytics
8