NICE inContact for all my Contacts
October 02, 2020

NICE inContact for all my Contacts

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

Overall Satisfaction with NICE inContact CXone

We use inContact primarily for taking inbound calls assigned via a prioritized queue and to make outbound calls to patients, HCP offices, health insurance companies, partner DME distributors, and our internal departments. It allows us to monitor, classify, and track these calls which may, later on, be reviewed by our Quality Team for evaluating company and employee performance and standards. It is used across the whole organization and allows us to make monitored calls completely through a secured VPN, laptop, and peripheral equipment such as a headset. NICE inContact is a complementary add-on to our CRM system.

Pros

  • Call Dispositions - allows you to categorize inbound or outbound calls for Quality Team to differentiate between calls (for example, New Patient, New Patient - UHC, New Patient - UHC Other, Internal Transfer, HCP/Insurance Call, Pt Update, Status Inquiry, Other).
  • Performance Tracking - Shows call metrics for the day, week, and custom dates along with your available/unavailable dispositions to show how much time you spend actively taking or making calls in comparison to your whole team
  • Transfers - You can type in the Search Bar to pull up and transfer a patient, provider, or insurance rep to a particular department either as a warm or cold transfer. The ability to conference the call is also useful if you want to stay on the line.
  • Voicemails - System will log inbound calls after business hours and upon becoming available will send those directly to the agent for review.
  • Scheduling - After logging in, CXone will give you an overview of your scheduled shifts, which the supervisor can edit or publish updates to periodically. Updates will be pushed forward as emails so that agent is made aware.

Cons

  • Calls Refused - Frequently, I will get rejected calls where the inbound call does not successfully connect to my device. I occasionally have to clear browser, cache, and cookies and reconnect to my WiFi and VPN to take calls again.
  • Lagging Metrics - When switching between the daily, weekly, and custom date tabs for a summary of my inbound and outbound calls, there is often a lengthy delay in the numbers refreshing and accurately reflecting that info.
  • Reporting - When reporting issues directly through inContact, I don't receive any memos or status updates after logging. Instead, I directly contact IT or send an email to my supervisor to then forward feedback.
  • Since I don't work in the finance department, I can't speak in terms of numbers or specifics on the financial outcome of NICE inContact CXone.
  • The only negative impact is that when we do experience difficulties with call connectivity or quality, which reduces our ability to handle call volumes which then translates to deltas in the percentages of our SLA (Service Level Agreement). This is correlated with customer satisfaction scores, where the longer it takes for us to service our patients, the lower our survey scores are.
  • Our team handled 1900 calls in the past 7 days alone. We have currently 20 members on our team, which means each agent was handling on average 95 calls per week (primarily inbound).
The direct changes I have seen to inContact are primarily with call dispositions, which is a metric for classifying or reporting calls. We try to label our calls accurately to report how many calls of each category we receive on a given day. It's not an exact science, but it's usually easy to differentiate between a first-time patient call and a patient who is following up on their account. The same applies to other dispositions.

I am not aware of the personalized call scripts feature, which is something that management may be more aware of.
The UX/UI is intuitive. It's easy to locate a department to transfer to using the predictive search bar. Our new hires get trained and familiarized with InContact during their first three weeks and training, and generally, there hasn't been an issue with understanding how it works and how to access its various features.
This rating does not apply since I do not create, export, or access the dashboards and reports in my role. There was no N/A option, so I'm leaving it at 10.
The main reason I am docking points is because of the frequency of connectivity issues I had with inContact. I have noticed in the last few months some significant improvement in the reliability of the connection to patient calls. Occasional audio echos, dead sound, and other technical issues may be a result of issues outside of inContact, so I must acknowledge that. Overall, it performs well for the purposes of my department. There aren't too many scenarios I can think of in my day-to-day job where we don't actively use NICE inContact CXone. In fact, we depend on it for our business.

NICE CXone Feature Ratings

Agent dashboard
8
Validate callers
8
Outbound response
9
Call forwarding
8
Click-to-call (CTC)
Not Rated
Warm transfer
10
Predictive dialing
10
Interactive voice response
9
REST APIs
10
Call scripts
10
Call tracking
7
Multichannel integration
10
CRM software integration
6
Inbound call routing
10
Omnichannel inbound routing
9
Recording
8
Quality management
9
Call analytics
8
Historical reporting
10
Live reporting
Not Rated
Customer surveys
Not Rated
Customer interaction analytics
Not Rated

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