Take a chance to change
May 16, 2020

Take a chance to change

Naomi Diep | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Reseller

Overall Satisfaction with NICE inContact CXone

My company implements NICE inContact, however the company I used to work for uses it as well. It was only for the call center department but it made my job a lot easier as a QA supervisor using the Contact History Report. The amount of filters made it easy for me to pinpoint any calls the clinical offices inquired about and provide feedback to the agents.

Pros

  • Contact History Report - very user-friendly for supervisors and managers.
  • Customization - being able to break down teams for reporting, adjusting what agents are able to view to eliminate any unnecessary functions, adjusting proficiencies per agent per skill to allow for senior agents to take the higher profile calls, etc.

Cons

  • Dashboards - there should be a widget to see overall inbound/outbound call count throughout the day.
  • Ease of managers changing override msgs via phone - this should be a basic functionality rather than custom scripting.
  • A way for self-service IVR calls to not count as abandons.
  • I was not privy to any business numbers as I was simply a supervisor.
It was a very smooth transition from our previous platform and there was a huge gain in functionality. We had previously used three separate systems and centralizing it made a world of difference.
Yes - We had 3 systems; one for phone, one for chat, and one for email. It made it extremely hard for agents as different types of contacts would come in at the same time. Additionally, none of those systems integrated into our CRM so it was a lot double working the same lead.
Salesforce Lightning Platform (formerly Salesforce App Cloud)
I think NICE inContact is great for both in office and remote workers. Our clients who have suddenly needed to work from home due to COVID have commented on how easy the transition had been. I don't think there is a specific scenario where NICE inContact as a whole wouldn't be suitable, although I can see where certain additional products such as QM or WFM may not be needed. For example, in a small call center, say 20 agents or less, WFM probably isn't needed for forecasting & scheduling.

NICE CXone Mpower Feature Ratings

9.9
Agent dashboard
9
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
REST APIs
10
Call scripts
10
Call tracking
10
Multichannel integration
10
CRM software integration
10
10.0
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
10
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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