Item: NICE CXone
Rating: 2
Author: Verified User

Use Cases and Deployment Scope

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 and Cons

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

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.

Customization

No comment. I am actually quite dissatisfied with the product.

Usability

Not satisfied. Too many unresolved issues currently.

Reporting Capabilities

This is one of the few things that are good with inContact. Easy and user friendly.

Products Replaced

Yes - Husan pbx phonesystem

Other Software Used

Freshdesk

Likelihood to Recommend

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.

unsatisfied.

Overall Satisfaction with NICE inContact CXone