NICE inContact
May 28, 2020

NICE inContact

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE inContact CXone

It's mainly being used by our Customer Service team as a contact centre solution. It addresses the problem we had with our previous telephony system which was a more in-depth, advanced call routing ACD functionality along with extras such as WFM.

Pros

  • Workforce management.
  • Call quality.
  • Nice studio design to implement advanced changes.

Cons

  • Quality management interface is extremely outdated and needs to be reworked.
  • Subject matter experts should also be in the UK.
  • Project add-ons such as WFM, QM take too long and need to be streamlined. Maybe have a base config ready to go and then build on it.
  • Positive impact in regards to ACD.
  • Negative is the complexity and age of some of the technologies.
  • QM uses XBAP and Internet Explorer, and the reliance on customers allowing a potentially insecure language that has not been updated in 10 years onto their network.
It's good but I think the UI could do with a refresh.
Yes - Talkdesk
Well suited within our customer service team who need to collaborate and integrate with our CRM system.

Less appropriate with the add ons such as QM as the interface is very clunky and regularly stops working and crashes. We generally tend to now not use this as we waste too much time on it.

NICE CXone Mpower Feature Ratings

8.1
Agent dashboard
6
Validate callers
8
Call forwarding
9
Click-to-call (CTC)
9
Warm transfer
9
REST APIs
7
Call scripts
8
Call tracking
8
CRM software integration
9
6.9
Inbound call routing
8
Recording
8
Quality management
1
Call analytics
8
Historical reporting
8
Live reporting
8
Customer surveys
7
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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