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

inContact one of the best VoIP choices out there!

Anonymous | TrustRadius Reviewer
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.
CXone is really intuitive, you can familiarize your self with the tool pretty easily. The only part I don't like that much is the CXone Softphone because you need to have the softphone app open and the agent too. Usually people tend to forget to open the softphone app, which might decrease productivity. However, using the integrated softphone makes it much easier. As for the admin dashboard, they only need to improve the response time of the pages.
The reports are simplly great. You have a lot of built in reports, you just need to enter the details of your search and let the dashboard do the rest. Also, if you don't have a report you would like, simply create one, the dashboard is quite easy to create your reports.
If you are planning to get a VoIP service for a wide company, then this software is one of the best choices, you no longer need to deploy apps with this platform because you now have the integrated softphone option. If it's about support, they have really good customer service and in various channels (voice, chats, emails). When you need to review call cases like why a call was dropped, they are really eager to help and continue to track cases until they reach the root cause.

NICE CXone Mpower Feature Ratings

Agent dashboard
6
Validate callers
8
Outbound response
9
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
8
Interactive voice response
10
REST APIs
8
Call scripts
7
Call tracking
10
Inbound call routing
9
Omnichannel inbound routing
8
Recording
9
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
8

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