Overall, NICE inContact CXone provides huge benefit to customer support
Anonymous | TrustRadius Reviewer
August 12, 2020

Overall, NICE inContact CXone provides huge benefit to customer support

Score 7 out of 10
Vetted Review
Verified User
Review Source

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.
It's fairly easy to use, but it's also so robust, it can be a bit intimidating. I always figure it can probably do whatever I need it to, I just need to figure out how.
I haven't needed to create any customized reports yet as inContact provides everything I need in the prebuilt reports.
Yes - it was the Barracuda phone system - it's my understanding that the product is no longer available. We needed a replacement urgently.
There are things l like about the system, including its full and simple-to-use reporting features, integration with Salesforce, and the ability to take advantage of call routing across different areas of the company. And there are things that I feel need improvements, such as email routing, SMS capability, and supervisor view.

NICE inContact CXone Feature Ratings

Agent dashboard
10
Validate callers
10
Outbound response
Not Rated
Call forwarding
Not Rated
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
Not Rated
Interactive voice response
10
REST APIs
7
Call scripts
10
Call tracking
10
Multichannel integration
2
CRM software integration
10
Inbound call routing
10
Omnichannel inbound routing
3
Recording
10
Quality management
Not Rated
Call analytics
10
Historical reporting
10
Live reporting
10