Software Company using inContact
May 02, 2020

Software Company using inContact

David Martin | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE inContact CXone

inContact is primarily used by our support organization to help us route calls to specific locations around the company. I have enjoyed the use of inContact because it allows me to make adjustments to the IVR within seconds when we have an outage or something has changed within our product. As we continue to build our company, this will become more and more useful.

Pros

  • Easy of use
  • Changes on the fly
  • Accuracy

Cons

  • Reporting
  • Cost
  • Don't segment everything
  • Easy of use
  • Increased productivity
  • Growth
I think the call scripts and the IVR are the most customizable option within inContact, and that can be done pretty easily. The setup and the adjustments can be really hard, but as long as you keep to the easy stuff, you can make changes. Reports are nice, but sometimes we run into different numbers though it should be the same.
It's great where they have made it easy but there are some areas, like in the IVR, where they are using custom formulas that don't make sense, and in order to get these fixed you have to pay for additional support to have a technician look at that information. I think the company needs to give 5 hours a year for free or something.
inContact has good reporting. It's something we use a lot, but I would like to see them get better because many times you have to create your own reports, which is fine, but as a result, the results vary and you don't know what to trust.
Yes - Fuze
inContact should be used for any call center that is looking to grown into its shoes. As we continue to scale our company, it is important to have software that will grow with us. I would use inContact for a small call center because the cost doesn't always out weight the benefits that this gives you.

NICE CXone Mpower Feature Ratings

6.8
Agent dashboard
10
Validate callers
7
Outbound response
4
Call forwarding
7
Click-to-call (CTC)
5
Warm transfer
5
Predictive dialing
8
Interactive voice response
8
REST APIs
Not Rated
Call scripts
8
Call tracking
6
Multichannel integration
Not Rated
CRM software integration
Not Rated
4.5
Inbound call routing
10
Omnichannel inbound routing
Not Rated
Recording
5
Quality management
5
Call analytics
3
Historical reporting
3
Live reporting
1
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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