Nice InContact Review
May 08, 2020
Nice InContact Review

Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with NICE inContact CXone
I am an implementation manager, implementing the product for various companies, and I have worked on several builds. I cover all phases of the implementation from discovery to the build, to training and testing, and then Go Live. I interact with Nice inContact clients to bring value to the platform and act as one of the faces of the company I work for, providing full service for the clients I am working with.
Pros
- Clients are always pleasantly surprised with the functionality available.
- The amount of information available on the support site is outstanding.
- The platform itself is easy to navigate, and clients get a feel of how to move around it very quickly.
Cons
- While the knowledge base is incredible, I would love to see some video of the various features in use for better understanding.
- It would be killer to have some snippet scripts readily available for download to play with and test.
- Not applicable to myself.
I build out everything on that platform that clients request. The typical routing, for example, is skill-based, but we have built out a hunt group style routing on request instead. We can display custom messaging to agents receiving a call so they have a good idea of what the call will be about. We can make API calls where needed, and route the call based on the result, or present the agent with caller information when the call arrives, etc. This platform is made for customization.
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