inContact Review
April 23, 2020

inContact Review

Nicole Perkins | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE inContact CXone

Currently, it's being used by various departments. [But] it doesn't integrate well with our Skype phone system which is used across the entire organization.

Pros

  • Provides metrics
  • IVR options
  • Allows me to track attendants

Cons

  • Better integration with other phone systems
  • Allow the ability to instant message
  • It is providing customers with options to obtain the info they need.
  • It cuts down on transfers.
  • Agents are productive.
It meets some needs but lacks the ability to meet all needs.
It's well suited for true call centers where that's all employees do.

NiCE CXone Mpower Feature Ratings

6.8
Agent dashboard
8
Validate callers
8
Outbound response
2
Call forwarding
8
Click-to-call (CTC)
2
Warm transfer
6
Predictive dialing
Not Rated
Interactive voice response
9
REST APIs
Not Rated
Call scripts
9
Call tracking
9
Multichannel integration
Not Rated
CRM software integration
Not Rated
6.7
Inbound call routing
Not Rated
Omnichannel inbound routing
Not Rated
Recording
Not Rated
Quality management
Not Rated
Call analytics
8
Historical reporting
9
Live reporting
3
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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