Amazing integration options and configurability
January 24, 2018
Amazing integration options and configurability
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with NICE inContact CXone
inContact 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.
- 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
inContact blows ININ away (now bought by Genesys systems). ININ requires a lot of money to upgrade, wouldn't do any customization for free, and would not be able to integrate as nice with Salesforce.