Good product! Loads of possibilities.
Anonymous | TrustRadius Reviewer
May 29, 2020

Good product! Loads of possibilities.

Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with NICE inContact CXone

We use NICE InContact within our Customer Service Department. InContact has been integrated to our Salesforce platform & we use it to receive inbound calls & make outbounds calls. This integration means that we can click on the customer's telephone number in Salesforce & the number is dialed straight in InContact therefore saving time when making an outbound call. When we receive an inbound call, the customer would have been asked to enter their customer account number, a hyperlink shows on the InContact platform & when we click on it, it opens the account in Salesforce. We are in control of the IVR & can tailor it on a daily basis to our needs.
  • Ability to change the IVR to suit your needs - You can go into Studio to edit the IVR, add or remove options as necessary.
  • Integration with Salesforce - ability for the customer to enter their account number & for the agent to click on the hyperlink with the account number to open the account in Salesforce.
  • Reporting abilities - Reports can be tailored to your needs. You can report on anything you want i.e. what options were selected prior to you getting the call.
  • Banner displaying the dashboard outside InContact - will show on the person's bottom screen & display number of calls waiting & number of agents available.
  • Bigger screen in Studio when you want to edit "Play properties" the box containing "Sequence" is really small & you cannot see when a message was last updated/added.
  • Ability to delete old users in Central.
  • Ability to save some reports as favourites.
  • NICE inContact gives a better view on the number of calls waiting. The ability to analyse when the calls are coming therefore allows us to make decisions on when to have a break or a meeting so as to minimise the impact on customers.
Customising our reports meant that we now have a better understanding of what is happening prior to the calls hitting an agent. It allowed us to understand the customer's behaviour & judge how efficient our recorded messages in the IVR are; i.e., does the customer listen to the different messages or does he want to talk to an agent directly or does the customer still need to talk to us after listening to the pre-recorded message.
The agents only see the integration to Salesforce & this is working nicely.

The reporting section in the Central platform can be difficult to use as it is not always easy to understand the purpose of each report & what you can achieve by running them. The difficult part is understanding the terminology as one term can mean something to you but something else in InContact ie: Abandon call - for me it is a call where a customer tried to talk to an agent (press the option to speak to an agent) but hang up before talking to the agent. To InContact, an abandon call is a call that has entered InContact & then hung up before talking to an agent.
I like the ability to customise a report - InContact has been really useful in creating dedicated reports tailored to my needs & definitions. I was also given the tools to update Studio which allowed me to get more information out of the calls by reporting on the options pressed by the customer when calling.
Yes - InContact replaced Cisco. The reason for the replacement was that Cisco was no longer being supported. The decision to go with InContact was made at the global level.
Salesforce Lightning Platform (formerly Salesforce App Cloud)
Well suited if you take different type of calls & have a big team. You can, via the IVR options, split the calls & then can decide in Central who in your team will be receiving which calls. It is really good once you are familiar with Studio as you can update your options yourself without calling professional services. You can be reactive & proactive depending on your needs.

NICE inContact CXone Feature Ratings

Agent dashboard
9
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
Not Rated
Warm transfer
10
Predictive dialing
Not Rated
Interactive voice response
10
REST APIs
7
Call scripts
Not Rated
Call tracking
Not Rated
Multichannel integration
Not Rated
CRM software integration
10
Inbound call routing
10
Omnichannel inbound routing
Not Rated
Recording
10
Quality management
Not Rated
Call analytics
Not Rated
Historical reporting
10
Live reporting
Not Rated
Customer surveys
Not Rated
Customer interaction analytics
Not Rated