User friendly with a fantastic interface. Integration with our systems leaves something to be desired.
October 02, 2020
User friendly with a fantastic interface. Integration with our systems leaves something to be desired.
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with NICE inContact CXone
Currently, the system is being used throughout our Operations departments both internally and remotely. It allows us to handle inbound/outbound call traffic while providing multiple reporting options for use internally and for our clients.
- Reporting
- Audit features
- Call system interface
- Integration with our systems (system "handshakes" sharing data to internal software).
- Connectivity issues using integrated softphone software. (Randomly dropped calls, issues accepting inbound calls, software slowdowns, etc.)
- The "Schedule" feature needs reworking. Having to put your phone in available status to be able to work a scheduled item is counterproductive when that same status has you take inbound calls. If in available and an inbound call comes in, you lose the scheduled item and have no means to access it again or see your notes/information relating to that scheduled call.
- Ability to change/update interface without major changes/costs. Initially, we requested features in the software that we no longer need (Text fields, disposition areas) and we have been advised they cannot be changed unless they remake the interface for use at a large cost. It would be nice to be able to have the system adjustable/customizable without large costs or system updates.
- Allowed us to easily transition to almost a fully remote staff when COVID-19 hit due to the softphone software. The transition would have been much harder had we only had a hard phone setup.
- Integration issues between our software and inContact that we were promised from the start but have not been able to achieve consistently; including the transfer of call logs and call recordings from inContact to our system for records purposes has hurt our relationships to a degree with clients as we could not deliver items promised to them.
We have created different report options based on call dispositions and tags to provide call data to our clients to track the origins and topics of our calls. This has aided our ability to demonstrate to clients what work we are doing for them. We added pop-ups that correspond to both inbound and outbound calls that link data between inContact and our company software. These pop-ups do not always work as intended, however, which leads to missing records in our systems that both our leadership and our clients have concerns over.
Yes - Previously we used Avaya hard phone systems before transitioning to the inContact softphone system.