Increased efficiency with inContact
June 05, 2020

Increased efficiency with inContact

Joe Cocco | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE inContact CXone

We use NICE inContact CXone in our centralized call center to support all of our franchise locations. It is used for Quality Assurance of our agents as well as to manipulate the call scripting for a nationwide multiple brand system.

Pros

  • Call recording
  • Call scripting
  • Call routing
  • Reporting

Cons

  • Bundle pricing
  • User friendly Studio
  • Better system
  • More costly
There are always things to improve on.
Yes - Vonage, 2016
We support a franchise community, so our customers on the phone are customers of the local franchisee. They are always ensuring that we take great care of their customers, so they enjoy doing some quality checks on the call recordings. This is where NICE inContact CXone comes into play.

NiCE CXone Mpower Feature Ratings

6.6
Agent dashboard
7
Validate callers
Not Rated
Outbound response
6
Call forwarding
6
Click-to-call (CTC)
8
Warm transfer
8
Predictive dialing
Not Rated
Interactive voice response
6
REST APIs
Not Rated
Call scripts
8
Call tracking
7
Multichannel integration
8
CRM software integration
2
7.6
Inbound call routing
7
Omnichannel inbound routing
Not Rated
Recording
8
Quality management
8
Call analytics
8
Historical reporting
8
Live reporting
8
Customer surveys
Not Rated
Customer interaction analytics
6
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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