Ease and Improvement of Production
October 01, 2020

Ease and Improvement of Production

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE inContact CXone

NICE inContact is utilized as our inbound and outbound calling system for our employees to our clients. Management utilizes inContact to monitor and manage the employees, as well as communicating with them.

Pros

  • Breakdown of day to day date.
  • Customization of features for business.
  • Allows seamless communication.

Cons

  • Ability to live monitor consults between users.
  • Larger ability to apply changes to group.
  • Appearance customization.
  • Return on Investment.
  • Retention.
  • Negative impact on seamless production with connectivity issues.
NICE inContact has allowed us to customize each team's usage and which customization options are suitable for them. inContact allows for management to easily collect data from the systems usage and compare results achieved. These features enable management to report to our clients as well as hold employees accountable for their work.
NICE inContact CXone's overall usability is rated high due to its ability for customization based on needs. As well as its ability for ease in tracking and navigation. Although there are some components that could improve the process, NICE inContact CXone is not far off the mark on functionality and performance.
NICE inContact CXone provides multiple options and areas of reporting that benefit not only production management, but client relationships. As well as helping the Human Resources department control activity on employees working hours for the company. This ability to provide detail reporting eliminates further development on the company's IT department and allows management to control productivity.
inContact is well suited for a call center that makes outbound and receives inbound calls.

NICE CXone Feature Ratings

7.0
Agent dashboard
7
Validate callers
8
Outbound response
6
Call forwarding
6
Click-to-call (CTC)
Not Rated
Warm transfer
6
Predictive dialing
Not Rated
Interactive voice response
Not Rated
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
9
Multichannel integration
7
CRM software integration
7
7.3
Inbound call routing
7
Omnichannel inbound routing
7
Recording
8
Quality management
8
Call analytics
7
Historical reporting
7
Live reporting
7
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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