NICE inContact
May 28, 2020
NICE inContact

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- Quality management interface is extremely outdated and needs to be reworked.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.
Yes - Talkdesk
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