unsatisfied.
April 20, 2020

unsatisfied.

Anonymous | TrustRadius Reviewer
Score 2 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE inContact CXone

We use the soft phone application to monitor our incoming and outgoing workload (phone call work load). We distribute the workload and track speed and customer satisfaction through this channel. However we have faced many issues on the road and are still struggeling with poor audio quality, ghost calls and audio delay.

Pros

  • Soft phone, which makes home working possible.
  • Reporting, we know what we need to know.

Cons

  • Support, our enterprise software solutions admin has difficulties getting the right support from the TAM assigned to our account.
  • Audio quality improvements.
  • Ghost call issues.
  • Audio delay.
  • Unstable platform.
No comment. I am actually quite dissatisfied with the product.
Not satisfied. Too many unresolved issues currently.
This is one of the few things that are good with inContact. Easy and user friendly.
Yes - Husan pbx phonesystem
We have implemented inContact for +/- 500 team members across FLIR. Some with success some with less success. If we would have had better support, better response time for issues and higher resolution rates we would have been more successful. I would not recommend inContact as I find competitors that provide better service and better support. Competitors that have more stable platforms and higher performance.

NICE CXone Mpower Feature Ratings

3.4
Agent dashboard
4
Validate callers
5
Outbound response
3
Call forwarding
2
Click-to-call (CTC)
4
Warm transfer
2
Predictive dialing
Not Rated
Interactive voice response
Not Rated
REST APIs
Not Rated
Call scripts
4
Call tracking
Not Rated
Multichannel integration
Not Rated
CRM software integration
Not Rated
5.3
Inbound call routing
2
Omnichannel inbound routing
Not Rated
Recording
7
Quality management
Not Rated
Call analytics
7
Historical reporting
Not Rated
Live reporting
Not Rated
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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