NICE inContact Does Its Job
June 24, 2020

NICE inContact Does Its Job

Charla Davis | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE inContact CXone

NICE inContact is being used in our Customer Service and Claims Department. The system allows us to communicate across departments and to see each other's working status to ensure a call is handled properly.

Pros

  • The system is responsive, hardly any lag time.
  • It's easily customizable with regard to updating skills and availability codes.
  • Easily allows the ability to see a teammate's status.

Cons

  • The system does not integrate well with Plantronics devices. It is not easy to have a Bluetooth headset connected to have the ability to answer a call from the headset. I have had this problem for months and it has yet be resolved by our IT team.
I have not, but my Manager has and it never seems to take a long time when changes are made.
The system is great however the dashboard takes up too much space on my screen.
Not Sure
Azure DevOps (formerly VSTS)
NICE inContact is a great asset in our Customer Service Dept. The system allows us to transfer calls and check Teammate availability seamless without lag time.

NICE CXone Mpower Feature Ratings

8.3
Agent dashboard
7
Validate callers
9
Outbound response
9
Warm transfer
8
Interactive voice response
Not Rated
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
Not Rated
Multichannel integration
Not Rated
CRM software integration
Not Rated
8.0
Inbound call routing
8
Omnichannel inbound routing
Not Rated
Recording
8
Quality management
Not Rated
Call analytics
Not Rated
Historical reporting
Not Rated
Live reporting
Not Rated
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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