inContact is a solid omni-channel solution
Overall Satisfaction with NICE inContact CXone
We use inContact to uniquely support multiple clients across an omni-channel environment. This includes phone, chat (desktop and mobile), email, and SMS. This allows us to aggregate engagement in a unified platform, while still allowing data segregation to ensure the validity of reporting metrics.
- Phone and chat based unified channel support.
- Supervisor monitoring.
- Cross platform support.
- Fully integrated SMS channel within existing platform.
- More timely implementation.
- Remembering that just because you are a much bigger company now, doesn't mean to you get to stop pursuing excellence.
- inContact has streamlined our engagement process.
- Has provided a cost effective solution most of the time.
- SMS Integration has been lacking compared to other channels.
We have performed many customizations and have had varying levels of success. We have custom scripting, custom reporting, and custom CRM integrations.
Yes - Custom on premise platform.