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Mixed bag of Coconuts
September 30, 2020

Mixed bag of Coconuts

Dan Hamilton | TrustRadius Reviewer
Score 2 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE inContact CXone

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.
  • Great implementation team.
  • Friendly support.
  • Rich knowledge base.
  • 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.
  • It may be a good product, but wasn’t a good fit for us and the size of our company.
The platform was very old feeling and burdensome to use. As well very few of the components of it made a cohesive platform.
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.
Fuze, Veeam Backup & Replication, Zerto
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

2.9
Agent dashboard
3
Validate callers
4
Outbound response
2
Call forwarding
3
Click-to-call (CTC)
2
Warm transfer
1
Predictive dialing
4
Interactive voice response
Not Rated
REST APIs
5
Call scripts
2
Call tracking
5
Multichannel integration
3
CRM software integration
1
3.3
Inbound call routing
2
Omnichannel inbound routing
5
Recording
2
Quality management
5
Call analytics
Not Rated
Historical reporting
3
Live reporting
3
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated