Like with all apps, you always have your pros and cons!
September 11, 2020

Like with all apps, you always have your pros and cons!

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE inContact CXone

I am not sure if the entire organization is using it but we are in Customer Service. We use it for incoming calls with our customers. Chats and emails come through this as well.

Pros

  • I like seeing if a call is incoming vs callback. The number is provided.
  • I can look at my performance and productivity.
  • It does give a break down of calls, chats and emails in queue.

Cons

  • I don't like it when I have an email in my queue and then when an incoming call comes in, the display is not to my liking.
  • When an email is in your queue and you need to make a call out it will not allow you to.
  • If there is an email in my queue and I put myself on the project, the whole page is grayed out and I don't like that display. I have to click on the page to see how long I have been on a project.
  • I think it has helped if a CSR is not busy and there are emails in the queue. Previously we had to go in and pick it, now one is automatically generated for you.
  • I think we have lost calls due to some sort of connectivity issue.
  • As with all applications I'm hoping we can customize more to our business needs.
We are told we have three lines we can use but when an email comes into your queue and you want to call out inContact will not allow the call to be made. If I'm on the phone with a customer and I need to call a store for them, I can put them on hold and call the store with no problems. We are not always on the phone with a customer when needing to call out.
I think inContact is a bit behind in reporting current stats. I keep track of my calls and they don't always match up.
Not Sure
I like that I can see all the queues such as incoming calls, chats and how many emails there are to be done. Sometimes I have difficulty launching the phone and have to try a couple of times.

NICE CXone Mpower Feature Ratings

10.0
Agent dashboard
10
Validate callers
10
Warm transfer
10
6.0
Inbound call routing
6
Omnichannel inbound routing
Not Rated
Call analytics
5
Live reporting
3
Customer surveys
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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