The best of the best hands down
Overall Satisfaction with NICE inContact CXone
We use inContact as a call center management tool and softphone. With their extensive API's we are able to integrate flawlessly with our own crafted loan management system. Hands down their softphone is the best I have used and I have consulted for many years in the call center industry seeing many different attempts at what they have done so successfully.
- Expansive knowledge of partnerships.
- Softphone and its user-friendly design.
- Dashboards are aware in real time.
- I have had 5 different "area reps" and none have helped and quickly replaced or moved.
- The "agent leg" always shows inactive and if you try to connect it does not allow you to do so. Overall, it does not even matter because the softphone works great either way, but nonetheless, the feature does not make sense
- No hotkey functions like other companies offer. Like if you highlight a number click f10 to auto-dial that number in the softphone, etc.
- ROI paid for the product itself.
- I used a chart to show an increase in productivity to justify cost and reason with a return to other business partners.
- With our previous model and company (RingCentral) it would simply not work with our seat size and overall it would cost more.
We have adapted all API's and converted them into our own unique dashboards. We are now working on gamifying our calls and conversions with inContact API.
Yes - RingCentral, could not hold our size and the cost was going up significantly.