Overall, NICE inContact CXone provides huge benefit to customer support
August 12, 2020
Overall, NICE inContact CXone provides huge benefit to customer support
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with NICE inContact CXone
We are using Nice inContact CXone to manage our incoming customer support and problem resolution calls. One of the drivers for purchasing it was that it could help us grow into the next phase of our business.
- The solution has integrated well with Salesforce, which allows us to document all customer interactions within each account.
- The solution has enabled us to take full advantage of call routing among two different areas of the company.
- The solution gives us full and simple-to-use reporting features that allow us to have complete visibility to all of our customer interactions and agent performance.
- We wish that NICE inContact had full SMS capability, allowing us to initiate free-form texts to customers from within their accounts. As many of our customers are between the ages of 20 and 45, texting seems to be the preferred form of communication and we're not able to use it through inContact. We've had to use the Salesforce solution which works great, but doesn't integrate through inContact's ACD/workforce management.
- Although inContact has the capability to manage all methods of contact, e.g. calls, chat, email, etc., some of those don't integrate seamlessly through the system if they're hosted from another platform. For example, we use a general customer support Outlook account for all incoming emails. Although inContact can route the emails, they still need to be closed in Outlook. So email needs to be handled more than once, and in different systems.
- The main supervisor view in inContact needs to be re-logged into again and again throughout the day. Because I step away from my computer and/or am working on another project at my desk, the system logs out frequently, so I'm having to type in my password many times throughout the day.
- Our old system was being phased out and would no longer be supported so we needed a new system right away. inContact offers a MUCH more robust system than what we need, but we anticipate that as we grow, it will pay for itself.
- Still a bit early to tell. We don't have many contacts coming through yet, but we anticipate as we grow it will be worth what we pay.
Still too soon to tell - we haven't done too much customization yet.
Yes - it was the Barracuda phone system - it's my understanding that the product is no longer available. We needed a replacement urgently.