inContact one of the best VoIP choices out there!
June 04, 2020
inContact one of the best VoIP choices out there!

Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with NICE inContact CXone
Nice InContact is used as the contact point for the customers, is the platform used to manage all our calls. The tool is used in the whole office, by the customer representatives and the other departments that are in direct contact with the customer. It basically help us manage all the calls in and out to customers.
Pros
- The dashboard is clean and intuitive.
- As an administrator, you have a wide variety of options, that helps you handle users as needed.
- It can be integrated with other platforms to ease things up.
Cons
- I think that the only part they need to improve is the response time of the platforms, both the central dashboard and the support dashboard. These pages take a bit longer to load and each time you make a change in a user, even a dropdown you need to wait until the page is reloaded.
- We've been able to handle a large volume of calls.
- By adding some settings in the softphone like the auto-answer, agents have been able to improve handling time.
Using NICE inContact, provided by the company, we've been able to build scripts up according to the needs of every department which allows us to create routing and IVR options for every customer need. We can centrally manage the users according to their department too. You can add or remove skills relatively easy and the change is immediate, and you also have the option to create unavailable codes which makes it easier when you need to review the agents' schedules.
Basically, you have the option to adjust all the platform to your needs. You can also support yourself with the wide documentation available in the support site, and the best part, if you still need help to set something up, you can always reach out to the engineering team. They are happy to guide you through the process or help you set things from their end if possible.
Basically, you have the option to adjust all the platform to your needs. You can also support yourself with the wide documentation available in the support site, and the best part, if you still need help to set something up, you can always reach out to the engineering team. They are happy to guide you through the process or help you set things from their end if possible.
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