Item: NICE CXone
Rating: 2
Author: Dan Hamilton

Overall Satisfaction with NICE inContact CXone

Use Cases and Deployment Scope

inContact was used at our company for our contact center solution in the call center or customer care team at SoClean. Both the in-house and outsourced ones.

Pros and Cons

Pros

Great implementation team.
Friendly support.
Rich knowledge base.

Cons

It was tricky getting any of the various members of inContact to assist.
Web console could use some updating.
SIP trunks are sill at this day and age.

Return on Investment

It may be a good product, but wasn’t a good fit for us and the size of our company.

Customization

We had a rather ho-hum implementation of inContact as we didn’t have many advanced needs from the platform.

Usability

The platform was very old feeling and burdensome to use. As well very few of the components of it made a cohesive platform.

Reporting Capabilities

Didn’t look at the reports too often, but they were spoken well of when they did come up in conversation.

Products Replaced

Yes - We were using Fuze for our telephony system. We needed a larger solution for our contact center, and the larger tier of Fuze is just inContact. So we decided to switch.

We had a hard time with our account rep. The position was changed several times in not two short years, it made building a relationship difficult. Platform had frequent outages some lasting days of end, with little to no updates from support.

NICE CXone Feature Ratings

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