Cloud-based, Multi-client-friendly Software
March 22, 2020

Cloud-based, Multi-client-friendly Software

Sarah Wesen | TrustRadius Reviewer
Score 8 out of 10
Vetted Review

Overall Satisfaction with NICE inContact CXone

Frontline Call Center is a remote agent-based high-touch contact center. We support over a hundred clients via a tech support channel and a customer care channel. We use NICE inContact's skill-based routing and reporting to support each client. We also use the login functionality to track our agents' time.

As we are high -ouch, we often use our clients' CRMs and various platforms. Easy APIs and scripting options allow us to integrate and build additional tools on top of the NICE inContact platform.

Pros

  • Transparent reporting
  • Dispositions are an underappreciated tool, especially when used as double dispositions.

Cons

  • Support time for billing issues could use a tighter turn around time
  • It has allowed us to consistently expand our services while tracking by client for billing.
  • Growth scaling and geographical redundancy
It would be a 10 except for the fact that there is a steep learning curve on the scripting side.
NICE inContact CXone is well suited for a remote-based contact center and meets a very relevant work-from-home need while providing management with needed visuals. It is cost-prohibitive for smaller centers who still need robust functionality.

NiCE CXone Mpower Feature Ratings

Agent dashboard
9
Outbound response
6
Call forwarding
8
Warm transfer
9
Interactive voice response
8
REST APIs
9
Call scripts
10
Call tracking
10
CRM software integration
9
Inbound call routing
10
Recording
10
Quality management
9
Historical reporting
10
Live reporting
10

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