inContact made our lives easier
November 03, 2021

inContact made our lives easier

Amber Cannon | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE CXone (formerly NICE inContact)

NICE CXone keeps us compliant with CFPB rules/regulations. We also love NICE CXone because it has increased our efficiency significantly by increasing the number of dials we get through, AMD only puts the right calls in front of the agents, and the reporting allows us to monitor in all necessary areas.

Pros

  • Reporting
  • Compliance
  • AMD

Cons

  • IVR Building
  • Clearview Reporting
  • ACD Management
  • Increase Dials.
  • Keeping Us Compliant.
  • Increase in Penetration Rate.
Customizing the platform has helped us make it our own. This allowed us to customize and create our own self-service IVR with ease.
It's great, but like all softwares, could always use some fine tuning.
While the reporting is typically accurate from the Central platform, there are many limitations and we cannot use the same metrics that we can in Clearview...but Clearview consistently shows discrepancies in the data.
Yes - We were on an old Genesys dialer with 0 reporting capabilities.

Do you think NICE CXone delivers good value for the price?

Yes

Are you happy with NICE CXone's feature set?

Yes

Did NICE CXone live up to sales and marketing promises?

Yes

Did implementation of NICE CXone go as expected?

I wasn't involved with the implementation phase

Would you buy NICE CXone again?

Yes

NICE inContact provides great reporting within the Central platform, but the Clearview integration could be better. There always seems to be discrepancies in the numbers between both platforms. The ease of use in Studio (IVR building) is great, but the limitations on how it only allows bits and pieces of certain code languages are a little frustrating. ACD Management would be great if you could edit things on all levels. For example, editing dispositions at the agent level.

NICE CXone Feature Ratings

9.8
Agent dashboard
8
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
REST APIs
10
Call scripts
10
Call tracking
10
Multichannel integration
10
CRM software integration
10
10.0
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
Not Rated
Call analytics
Not Rated
Historical reporting
10
Live reporting
10
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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